Job
Description
Company Overview: Ferns N Petals is a leading online gifting platform offering a wide range of products like flowers, cakes, plants, personalized gifts, and hampers. As pioneers in gifting beyond flowers, FNP wraps emotions and delivers them with love. Position Summary: The Head of Operations will be responsible for driving business growth, operational efficiency, and superior customer experience across franchise outlets and dark stores. Key Responsibilities: 1. Business Development & Strategic Planning: Formulate and implement strategic plans for FOFO retail outlets aligned with FNP goals. Monitor market trends, customer behavior, and competitor activities. 2. Franchise Management: Guide franchise partners to maintain brand standards. Support selection, onboarding, and performance management of franchisees. 3. Dark Store Operations & Expansion: Align and execute dark store strategies. Set KPIs and support expansion by identifying viable new locations. Enhance Net Promoter Score (NPS) through operational improvements. 4. Operational Excellence: Ensure SOP compliance in retail and dark store operations. Optimize inventory, staffing, and operational workflows. 5. Sales & Revenue Generation: Implement strategies to achieve sales targets. Analyze performance data and make necessary adjustments. 6. Customer Experience: Drive a customer-first approach across all FOFO outlets. Use feedback mechanisms to improve service quality. 7. Team Leadership: Lead store managers and staff to meet performance and brand goals. Conduct appraisals, provide feedback, and identify training needs. 8. Financial Management: Prepare and manage FOFO business budgets. Monitor profitability and optimize cost structures. 9. Compliance & Risk Management: Ensure regulatory and legal compliance. Identify risks and implement mitigation strategies. 10. Corporate Business Development: Add new franchise partners and corporate clients. Manage key accounts and close commercial agreements. 11. Market Research & Analysis: Conduct industry and customer analysis. Refine product offerings based on feedback and data. 12. Performance Metrics & Growth: Drive KPIs on revenue, customer satisfaction, and product mix. Make strategic decisions using data and market insights. 13. Customer Centricity: Adapt product assortments to client needs. Enhance loyalty and retention via premium offerings. 14. People Management: Cultivate a culture of ownership, collaboration, and innovation. Invest in team development through coaching and mentorship. Candidate Profile: Qualifications: Bachelor’s degree in Business or Design; MBA/PGDM preferred. Skills & Experience: 10–18 years in senior retail management with a record of sales and operational success. Strong analytical, decision-making, negotiation, and communication skills. Team leadership and mentoring experience. Passionate, ethical, customer-focused, and adaptable to fast-paced environments. Show more Show less
