Head of UK Logistics and Customer Service

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