Zomato, now rebranded as Eternal Limited, has found itself in the limelight after the resignation of Rinshul Chandra, the Chief Operating Officer (COO) for its food delivery business.
Rinshul’s departure, effective April 7, 2025, has raised questions about the company’s leadership stability and its future direction.
The resignation comes amidst a series of high-profile exits and operational changes, including layoffs and the adoption of AI-driven customer service solutions.
Rinshul Chandra’s Tenure at Zomato
Rinshul Chandra joined Zomato in 2018 as Assistant Vice President of Product and quickly rose through the ranks.
Over his seven-year tenure, he held several key positions, including Vice President and Head of Business, before being appointed COO of the food delivery division.
Rinshul played a pivotal role in shaping Zomato’s core food delivery operations, helping the company expand its footprint across India.
In his resignation letter addressed to Zomato’s founder and CEO, Deepinder Goyal, Chandra stated, “After careful consideration, I have decided to pursue new opportunities and passions that align with my evolving personal and professional goals.”
He expressed gratitude for the trust and opportunities he received during his time at the company.
Leadership Changes at Zomato
Rinshul’s resignation is the latest in a series of high-level exits at Zomato.
In September 2024, co-founder and Chief People Officer Akriti Chopra stepped down after a 13-year tenure.
Hemal Jain, the Global Head of Finance and CFO of Hyperpure, also resigned in December 2024.
These departures have raised concerns about leadership continuity and the company’s ability to retain top talent.
Zomato has yet to announce a successor for Rinshul’s role, leaving a critical leadership gap in its food delivery division.
The company has assured stakeholders that it remains committed to its strategic goals and is actively working to strengthen its leadership team.
Operational Shifts and Challenges
The resignation comes at a time when Zomato is undergoing significant operational changes.
The company recently laid off approximately 600 customer support employees as part of its transition to AI-driven customer service.
The layoffs were attributed to the introduction of “Nugget,” an in-house AI platform capable of handling up to 80% of customer inquiries.
While the move aims to enhance efficiency, it has also sparked criticism over job losses and employee morale.
Additionally, Zomato’s rebranding as Eternal Limited reflects its broader ambitions to diversify its business portfolio.
The company now operates four major units: Zomato (food delivery), Blinkit (quick commerce), District (dining-out services), and Hyperpure (B2B supplies).
Despite these efforts, the company faces intense competition in the food delivery and quick commerce sectors, which could impact its market performance.
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