Reporting to the Global Operations Director, you will be responsible for overseeing the UK operational activities of FLOWERBX to ensure efficiency and alignment with strategic priorities.
Strategic Priorities:
* Identify opportunities to improve Gross Margin, working cross-functionally to reduce costs and increase revenue wherever possible
* Identify and implement projects to maintain operational excellence and monitor success, prioritising and adjusting plans as required
* Support the Global Operations Director in setting key performance indicators and tracking progress against them, using data to inform decision-making
* Lead the planning and fulfilment of B2C orders over peak periods, ensuring the team is set up for success
* Support with the planning and execution of key B2B events and day-to-day operations
* Assist with the development and testing of new website and product features
Logistics:
* Own the outbound logistics function for the UK market for both B2C & B2B
* Allocate daily delivery volume per courier, ensuring maximum efficiency
* Plan UK logistics for peak periods and ensure finger-on-the-pulse execution during critical days
* Manage the FLOWERBX team of delivery drivers and fleet (including day-to-day operation, recruitment, performance reviews, training & development and planning for holiday cover)
* Own the relationship with 3PL and couriers: communicate forecast changes, monitor performance and metrics, review and negotiate costs
* Report to the wider team on logistics performance and costs, communicating and escalating any delivery risks ahead of time
* Monitor KPIs and identify cost reduction and service improvement opportunities, implementing any changes where required
Customer Relations:
* Onboard, train and manage Customer Experience Agents, keeping them accountable to appropriate SLAs and targets
* Work with the team to identify areas of improvement and manage the implementation of improvement projects
* Own and manage customer experience processes and policies, actively working to improve and streamline them where necessary
Requirements
* Minimum of 3 years experience in logistics or FMCG operations
* An understanding of financial principles and ability to plan and adhere to budgets
* Ability to balance multiple priorities in a fast-pace operational environment
* Ability to communicate clearly and persuasively with team members, stakeholders and clients.
* Ability to lead diverse teams, foster collaboration and manage with empathy in order to contribute to staff productivity and morale.
* Excellent stakeholder management skills, who can quickly build relationships with external partners, couriers and internal stakeholders.
* Advanced analytical capability - Excel proficient and comfortable with dealing with large data sets
* A professional, proactive and 'can do' attitude with exceptional attention to detail and excellent organisational skill
* Self-starter and able to work independently
* Ability to problem-solve quickly, take ownership comfortably and adapt to change
* Magento knowledge is a plus
* Pragmatic with a healthy dose of humour
Benefits
* A monthly flower subscription and discounted products
* Pension contribution
* Private health and dental insurance care
* Life insurance with gamified wellbeing app
* Employee Assistance Programme
* Day-off for your birthday
* Time off to support your favourite charity