Operations Excellence & Strategy Lead (12-month FTC)
Bloom & Wild
Operations
London, UK
The team ensures we balance operational excellence, innovation, and customer satisfaction across seven markets and multiple fulfilment locations.
Our key enablers for every element of our operations are data and technology so there is close collaboration with those teams. Even for those processes where we outsource the execution, we use data to continually feedback to our partners and optimise and innovate our processes and products.
The Operations team at bloomon and Bloom & Wild is split into two sub-teams, although in practice there is a close collaboration between all these sub-teams on a daily basis:
Production and supply chain - centralized around our two main warehouses near Amsterdam and Birmingham the teams run our sourcing, supply chain, production and fulfilment operation. They cover the full range of products we process in our own warehouses: flowers, plants, gifts, food & drinks, packaging material and much more. They optimise for customer satisfaction, On Time-In Full fulfilment, quality and associated COGS.
Fulfilment and Customer Operations - managing our partially outsourced sourcing, production and fulfilment in the UK, optimising our delivery organisation in all countries we are active in and servicing our customers with the Customer Delight team. The team works closely with our partners to achieve operational excellence and optimise for quality and customer satisfaction, delivery performance, capacity and associated COGS.
Your mission is to ensure that as we scale our floral and non-floral categories, we maintain a "best-in-class" customer experience through operational rigour and the deployment of cutting-edge technology like AI.
⚙️ Key responsibilities:
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.