Floral Operations & Client Experience Manager

The job location is in Grand Cayman, Cayman Islands, relocation will be required for the shortlisted candidate.

JOB DESCRIPTION

 

Job Title: Floral Operations & Client Experience Manager

Salary Range: CI$4,500 - CI$5,500 plus commission per month

Department: Floral

Reports to: General Manager

Liaise with: Special Events, Dispatch, Events Production, Laundry, Accounts, HR

JOB SUMMARY

The Floral Operations & Consumer Experience Manager is responsible for overseeing the department’s performance in customer service, sales growth, profitability, and cost management. This role requires strong leadership, creativity, and operational expertise to maintain the highest standards in floral design and client experience.

 

KEY RESPONSIBILITIES

• Oversee daily floral department operations, including inventory management, quality control, and supply chain coordination 
• Develop and implement efficient workflows for order processing, floral design, and delivery
• Monitor and manage department budget, costs, and profitability 
• Ensuring that established floral standards relative to the floral industry are adhered to as part of the common practice of the department, such as caring and processing of all fresh flowers and fresh products, maintenance of coolers, floral workroom, tools, etc., working hand in hand with the Dispatch team is essential.
• Supervise the ordering of all fresh flower products and supplies related to the event department. The ordering process is to be carried out to ensure cost controls are followed based on what is necessary for the everyday floral department and events for the ensuing weeks.
• Conduct regular performance evaluations and provide constructive feedback 
• Provide positive uplifting leadership to everyone involved in the floral department.
• Recruit, train and develop members of the floral department to achieve the growth and sustainability of the department.
• Responsible for scheduling the staff in the floral department team daily and submitting accurate timesheets for payroll weekly.
• Responsible for signing off on timesheets for the floral department team daily and submitting accurate timesheets for payroll weekly.
• Meeting regularly with the Floral team, giving feedback, and communicating to the team how the floral department is performing.
  
• Develop and implement customer experience strategies across all touchpoints 
• Handle complex customer inquiries and resolve escalated issues promptly  
• Analyze customer feedback and implement improvements 
• Create and maintain customer relationship management systems 
• Ensure consistency in service quality and brand representation
• Regularly strive to create new and unique arrangements and concepts while conducting market research to be ahead of the trend in floristry and identify new product opportunities
• Develop pricing strategies for floral arrangements and services 
• Manage the floral designers to ensure that they are producing top-quality arrangements on time as well as ensuring the costs are kept to the correct levels and labor/design time is relative to the cost of the arrangement.
• Implement quality control measures for all floral products
• Learn and be proficient in the various software used by the company. Currently, these are GotFlowers for Point of Sale and retail inventory, Fusion Synergy for Wedding and Events, and Microsoft Suite.
• Close liaison with the Special Events Department ensuring that the floral department is meeting with Planners regularly and going to client meetings with the Planners related to floral design and ordering of all flowers and materials related to weddings and special event jobs. The floral department must be constantly giving ideas and pricing to the Events Planners for the weddings and events for our clients and customers.
• Supervise all related administrative duties, such as customs forms for the clearing of flowers, working out the landed value of shipments, keeping track of what we are selling, and watching out for costs. Handling all emails and giving reports on the productivity of the department, and any other reports or items.
• Be willing to travel to trade shows as and when needed.

 

PERSON SPECIFICATION

The post holder will be customer service-oriented, passionate about floral sales, and skilled in relationship-building with clients and customers. The ideal candidate must have held similar positions and be self-motivated, goal-oriented, and have excellent communication skills. The post holder will be well-versed in the use of our computer programs.

KNOWLEDGE, SKILLS, AND EXPERIENCE

• A minimum of 10 years’ experience in floral operations and a customer service management position
• The ability to negotiate with vendors is beneficial
• Proven ability to drive the sales process from plan to close
• Strong business sense and industry expertise
• Excellent leadership, coaching, and people management skills
• Excellent computer, organizational, oral, and written communication skills are essential 
• Must be proficient in the Microsoft Office Suite
• Must have a valid Driver’s License and own transportation
• Must have the ability to multitask and work under pressure
• Must have a proven record of managing staff and department

 

WORKING CONDITIONS

The role will have normal office conditions; however, during peak seasons, it can include working outdoors from time to time and in some cases, in hot weather conditions. This position will often require the post holder to work beyond regular work hours to meet deadlines, which will include working on weekends and Public Holidays.

For your convenience, you may use the QR code below to apply for this position.