Role Purpose

The Flower Shop Retail & E‑commerce Quality Control Manager is responsible for ensuring exceptional product quality, presentation, and customer satisfaction across both physical flower shops and online orders. This role owns freshness standards, handling and storage SOPs, order accuracy, visual presentation, and service quality, ensuring that every bouquet—whether sold in-store or delivered—meets brand and quality expectations.

Key Responsibilities

Flower Quality Control & Standards

Define and enforce quality standards for flowers, plants, arrangements, and packaging.

Inspect incoming flowers for freshness, damage, colour, stem length, and vase life.

Ensure correct storage, hydration, temperature control, and rotation (FIFO).

Reduce wastage through better handling, forecasting, and quality discipline.

Train teams to identify and remove sub‑standard or aging stock promptly.

Retail Store Quality & Presentation

Ensure shop displays, flower arrangements, and bouquets meet visual and brand standards.

Maintain cleanliness, scent, hygiene, and overall shop ambience.

Audit store execution regularly and enforce corrective actions.

Ensure pricing, labelling, and care instructions are accurate and visible.

E‑commerce Order Quality & Fulfilment

Oversee quality of online orders from picking to arrangement, packing, and dispatch.

Ensure bouquets delivered match online images, descriptions, and customer expectations.

Implement quality checks before dispatch (freshness, symmetry, packaging, message cards).

Coordinate with delivery partners to maintain flower condition during transport.

Reduce order errors, returns, refunds, and complaints through strict QC processes.

SOPs, Training & Team Discipline

Create and maintain SOPs for flower handling, arrangement, packing, storage, and dispatch.

Train florists and store staff on quality standards, speed, accuracy, and consistency.

Run refresher training during peak seasons (Valentine’s, Mother’s Day, weddings).

Ensure SOP compliance through daily checklists and audits.

Customer Satisfaction & Feedback

Monitor customer feedback across in-store, website, WhatsApp, and social channels.

Investigate complaints related to freshness, presentation, or delivery quality.

Implement corrective actions and prevent repeat quality failures.

Support service recovery standards (replacements, credits, apologies).

KPIs & Performance Monitoring

Flower wastage % and spoilage rate

Online order accuracy %

Customer complaints related to quality

Refunds/returns due to quality issues

Store quality audit scores

On-time and damage-free deliveries

Skills & Experience

Experience in flower retail, floristry, or perishable goods quality control (preferred)

Strong eye for detail, aesthetics, and freshness standards

Understanding of e‑commerce fulfilment and last‑mile delivery challenges

Ability to train and enforce standards with hands-on leadership

Organised, calm under pressure, especially during peak demand periods

What Success Looks Like

Customers consistently receive fresh, well-presented flowers

Reduced wastage and refunds

Fewer quality-related complaints

Consistent quality across stores and online orders

Strong trust in the brand’s flower quality promise