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 possibleIdentify 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-makingLead the planning and fulfilment of B2C orders over peak periods, ensuring the team is set up for successSupport 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 featuresLogistics:Own the outbound logistics function for the UK market for both B2C & B2B Allocate daily delivery volume per courier, ensuring maximum efficiencyPlan UK logistics for peak periods and ensure finger-on-the-pulse execution during critical daysManage 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 costsReport to the wider team on logistics performance and costs, communicating and escalating any delivery risks ahead of timeMonitor KPIs and identify cost reduction and service improvement opportunities, implementing any changes where requiredCustomer Relations:Onboard, train and manage Customer Experience Agents, keeping them accountable to appropriate SLAs and targetsWork with the team to identify areas of improvement and manage the implementation of improvement projectsOwn and manage customer experience processes and policies, actively working to improve and streamline them where necessaryRequirementsMinimum of 3 years experience in logistics or FMCG operations An understanding of financial principles and ability to plan and adhere to budgetsAbility 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 moraleExcellent 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 independentlyAbility to problem-solve quickly, take ownership comfortably and adapt to change Magento knowledge is a plusPragmatic with a healthy dose of humour!BenefitsA monthly flower subscription and discounted productsPension contributionPrivate health and dental insurance careLife insurance with gamified wellbeing appEmployee Assistance ProgrammeDay-off for your birthdayTime off to support your favourite charity