Head of Operations
Skills
About This Role
Overview
Ferns N Petals is the largest floral and gifting brand in India and abroad.
For over 30 years, Ferns N Petals is helping its customers to celebrate their special moments by delivering fresh flowers and fabulous gifts to their loved ones.
Ferns N Petals was established in 1994 and flower bouquet delivery was the first and only thing that the company was into.
From just 1 flower shop in Delhi during 1994, Ferns N Petals is now the largest florist chain with more than 400 stores (and still counting) across all the major cities and towns of India.
Along with the widest distribution network, our strong physical & online presence makes us the best choice to send flowers & gifts for deliveries across India and around the globe.
International Presence: After having established ourselves as market leaders in India, Ferns N Petals has expanded its International Footprints into the South East Asian and Middle East space.
In addition to a physical presence, with five stores in UAE, two in Qatar, one in Saudi Arabia and one in Singapore, we also have built a strong online presence with separate websites for each territory.
At present FNP has the following e-commerce properties
www.fnp.com (India), www.fnp.ae (UAE), www.fnp.sg (Singapore), www.fnp.qa (Qatar), www.fnp.com.sa (Saudi Arabia), www.fnp.my (Malaysia).
Today, Ferns N Petals Group encompasses of FNP E-commerce- India, UAE, Saudi Arabia, Qatar and Singapore, FNP Retail & Franchising, FNP Weddings & Events, Floral Touch- India & UAE, FNP Gardens, Flowers ‘N’ More, The Flagship Store by FNP, WDH (Wedding Design Hub), FNP Cakes 'N' More, FNP Water and FNP Media.
To know our story in details please visit: https://www.fnp.com/info/about-us
Also visit our websites at:
India - www.fnp.com
UAE - www.fnp.ae
Singapore - www.fnp.sg
Qatar - www.fnp.qa
Saudi - www.fnp.sa
Malaysia - www.fnp.my
What You’ll Drive
The Head of Operations – GCC will lead the complete end-to-end operations function across GCC markets for a fast-growing gifting, flowers, cakes, and e-commerce business.
This role is responsible for ensuring seamless execution across fresh production, fulfillment centers, warehousing, inventory planning, logistics, and last-mile delivery while maintaining high customer satisfaction, operational efficiency, and profitability.
The role will focus heavily on same-day delivery operations, festive peak readiness, fresh product production, perishables handling, service excellence, and scalable regional growth across UAE, Saudi Arabia, Qatar.
The ideal candidate must have strong experience in high-volume multi-city operations with direct exposure to
fresh production / perishable businesses
such as flowers, bakery, food, gifting assembly, or quick commerce models.
Regional Operations Leadership
- Lead end-to-end GCC operations strategy aligned with business growth, profitability, and customer experience goals.
- Oversee operations across all GCC markets including UAE, KSA and Qatar.
- Build scalable operating models to support expansion into new cities and markets.
- Drive standardization of SOPs while adapting to local market needs.
Fresh Production & Fulfillment
- Oversee daily production operations for flowers, bouquets, cakes, hampers, gift assembly, and personalized products.
- Ensure production planning aligns with demand forecasts and order cut-off timelines.
- Maintain freshness standards, product quality, packaging excellence, and dispatch readiness.
- Optimize production manpower productivity, wastage control, and turnaround times.
Warehousing & Inventory Management
- Manage warehouses, fulfillment centers, dark stores, and regional hubs.
- Lead inventory planning for flowers, cakes, gifts, packaging materials, and consumables.
- Ensure optimum stock levels with minimal expiry, wastage, or stock-outs.
- Improve inventory accuracy, replenishment cycles, and stock deployment across markets.
Logistics & Last Mile Delivery
- Lead in-house fleet and third-party delivery partner performance across GCC.
- Ensure same-day, express, scheduled, and peak-period deliveries are executed efficiently.
- Optimize route planning, rider productivity, delivery cost, and SLA adherence.
- Improve customer handover experience and reduce delivery failures.
Peak Season & Event Readiness
- Own operational readiness for key occasions such as Valentine’s Day, Mother’s Day, Eid, Ramadan, Diwali, National Days, Christmas, and other campaigns.
- Develop capacity plans for manpower, inventory, fleet, vendor support, and production throughput.
- Ensure zero service disruption during demand spikes.
Cost Control & Profitability
- Manage operational budgets across warehousing, production, manpower, logistics, and fleet.
- Drive cost per order reduction without compromising service quality.
- Improve productivity metrics across hubs, warehouses, riders, and production teams.
- Identify automation and efficiency opportunities.
Customer Experience & Quality
- Ensure operations directly support customer promise and brand reputation.
- Minimize cancellations, delays, substitutions, damages, and complaints.
- Maintain service excellence across order journey from placement to delivery.
Vendor & Stakeholder Management
- Manage relationships with logistics partners, manpower vendors, packaging suppliers, and operational service providers.
- Partner with Procurement, Commercial, Finance, HR, Technology, and Country Heads.
- Act as key operations stakeholder in regional leadership planning.
Technology & Performance Management
- Drive use of ERP, OMS, WMS, routing tools, dashboards, and operational automation systems.
- Monitor KPIs and drive performance through daily / weekly reviews.
- Build a data-driven operations culture.
Team Leadership
- Lead country operations heads and regional functional teams.
- Build strong ownership culture, discipline, and execution excellence.
- Coach and develop future leaders across GCC.
Experience
- 12+ years of progressive experience in Operations / Supply Chain / Fulfillment.
- Minimum 5 years in senior leadership role managing multi-city or multi-country operations.
- Strong GCC experience preferred.
- Experience in gifting, flowers, bakery, food delivery, e-commerce, retail, quick commerce, or perishable operations.
Technical Expertise
- Fresh production operations management.
- High-volume fulfillment and last-mile delivery.
- Inventory planning for short shelf-life products.
- Workforce planning and productivity management.
- Budgeting and cost control.
- SOP creation and process optimization.
- Technology-led operations management.
Leadership Skills
- Strong people leadership and team development.
- Excellent problem-solving and decision-making ability.
- Commercial mindset with strong ownership.
- Ability to perform under pressure during peak seasons.
- Strong communication and stakeholder management skills.
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