Operations Excellence & Strategy Lead

3rd Party Supplier Governance & Performance Management:

• Monitor the performance of our key 3rd party supplier, overseeing a robust governance cadence to ensure KPI delivery and strategic alignment.

• Independently lead high-value strategic projects which result in improvements in cost, quality or customer experience

• Support with quarterly SteerCos and Exec briefings, aligning supplier delivery with internal strategic priorities.

• Lead "peak" (Christmas, Valentine’s Day, Mother’s Day) retrospectives to turn operational challenges into standardised, scalable improvements.

• Lead end-to-end Mother’s Day planning, driving alignment across internal teams and 3rd-party supplier to hit key milestones while optimising production plans against quality standards, cost-efficiency, and forecast flexibility. 

Continuous Improvement & Cost Transformation:

Lead end-to-end projects across both owned and 3rd party production & fulfillment sites to identify efficiencies, streamline processes, and deliver measurable cost savings.

Analyze complex operational datasets to establish performance baselines, identify "best-in-class" practices across sites, and pinpoint high-value opportunities for replication or improvement.

Act as a flexible "internal consultant", deployed to work flexibly for the VP Operations: Customer Operations or the VP Operations: Production & Supply Chain to deliver value driving projects in owned or 3rd party supply chains.

Manage the implementation of new operational standards and processes, ensuring that change is not just launched, but sustained through training and accurate adoption.

Non Flower Category Range expansion

Collaborate with operational, range and commercial teams to support the development of robust inventory management and fulfilment systems, processes and reporting required to scale a high complexity range of non-floral gifts, foods, home goods.

Optimise process to enable further expansion of the “add-on” range without compromising core floral operations.

Scaling Innovation: AI & Range Expansion:

• Identify and implement, or lead implementation of, AI-driven opportunities to automate workflows, eliminate human error, and allow our operations to scale vertically without a linear increase in costs.

Analyst & advisor to the COO

Conduct deep-dive analyses and prepare business cases for VP and exec-level decisions on changes in supply chain, production or fulfillment strategy. 

Perform analysis on budget and performance variations to identify root causes and actionable insights. .

✅ You’ll love this role if you…

• Consulting Background: Have 3+ years in a consulting environment, where you developed a toolkit for structured problem-solving, building robust business cases, and managing complex stakeholders.

• Operations Experience: Have hands-on operational experience in a fast-paced e-commerce or retail setting that had its own production, warehousing or fulfillment operations.

• Analytical & Data-Driven: You don’t just report data; you find the narrative within it to drive decision-making.

• Pragmatic Strategist: You can move from a high-level business case to the warehouse floor without losing momentum.

• Expert Influencer: You are comfortable holding 3rd party partners accountable while maintaining a collaborative, commercial relationship.

• Forward-Thinking: You are excited by the potential of AI to revolutionise traditional logistics and customer service models.

• Context Switching: You’re someone who can switch easily between big-picture strategic thinking and getting stuck into the day-to-day execution of complex projects.

These are some of the skills and experience we think will enable success in this role, but please don’t worry if you are missing some of these. We’re committed to building a team made up of different strengths, skills and experiences, so if you’re excited about our values, passionate about what you do and would like to join us in doing things more thoughtfully, we’d love to hear from you.