Head of UK Logistics and Customer Service

London Full-Time No home office possible

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