City Manager - Operations

Key Result Area

Cleanliness and hygiene of CFCs and Manpower

Timely replies and resolution of Customer Escalations

Operations

DEs payments and other bills (Rent, Electricity, etc.) must be timely sent to accounts

Data should match bill raised for payment

Discipline, Integrity must be maintained and no leaves on festivals and leading by example

100% Transparency in payment structure of Des

Looking After Preparation & maintenance all kinds of reports on daily, weekly, monthly basis like log book, order tally sheet, delivery executive of in-time km - out time km, used avg km against each order etc.

Analysis and revert on detailed dashboard for CFC with On time orders, %, Failed orders, RCA. Locus to be used for all Deliveries

Weekly Roasters, Attendance, Stock Sheets to be maintained of all CFCs

Delivery

Planning DEs for daily Operations and informing Delivery Channel Manager for same.

Managing Delivery boys End to end along with shift In charges for maximum deliveries per day and to guide them to earn bonuses with additional orders. 100% orders to be delivered as per slot selected by the customer.

To train delivery boys to handle the Perishable and nonperishable products to maintain the highest level of customer experience. '0' delayed orders or damaged orders to be maintained on daily basis

Inventory

Ensuring sundries are as per orders count in CFC

Making sure no pilferage at CFC

KPI Maintenance

Making sure NPS to be at desired level

PnL Should be positive and at desired level

CPD should be in control

Making sure SLA Breach must be at desired level

Quality Check

Quality Check Manager is training efficiently to all florists and commies across CFCs

Flower/Merchandise Quality Should be best to be used for arrangements

Making sure CFC Managers, Inventory Manager and Executives, Quality Check Manager are working effectively and efficiently.