Description
Job description / Role
Job Type
Full Time
Job Location
UAE
Nationality
Any Nationality
Salary
Not Specified
Gender
Not Specified
Arabic Fluency
Not Specified
Job Function
Customer Service
Company Industry
Retail
About Al-Futtaim Group
Established in the 1930s as a trading business, Al-Futtaim Group today is one of the most diversified and progressive, privately held regional businesses headquartered in Dubai, United Arab Emirates. Structured into five operating divisions: automotive, financial services, real estate, retail, and healthcare; employing more than 35,000 employees across more than 20 countries in the Middle East, Asia, and Africa, Al-Futtaim Group partners with over 200 of the world's most admired and innovative brands. Al-Futtaim Group’s entrepreneurship and relentless customer focus enables the organization to continue to grow and expand, responding to the changing needs of our customers within the societies in which we operate.
By upholding our values of respect, excellence, collaboration, and integrity, Al-Futtaim Group continues to enrich the lives and aspirations of our customers each and every day.
Customer Service Associate – Florist | Marks & Spencer
Overview of the role
The Customer Service Associate – Florist is responsible for delivering an exceptional customer experience while creating, maintaining, and presenting high-quality floral arrangements and fresh flower displays. The role supports day-to-day florist operations by ensuring flowers and plants are fresh, well cared for, beautifully merchandised, and available for customers in line with M&S standards.
Working as part of the M&S team, you will help create a premium shopping experience by offering expert floral advice, preparing customer orders, maintaining attractive floral displays, and ensuring the florist area remains clean, organized, and visually inspiring. Success in this role is measured through customer satisfaction, quality and freshness of floral products, sales performance, waste control, and excellent store standards.
What you will do
Customer service & customer experience
Deliver exceptional customer service by greeting and assisting customers in a friendly, professional, and engaging manner.
Provide customers with accurate advice on flower selection, arrangement options, plant care, freshness, pricing, and promotions.
Handle customer enquiries and resolve basic complaints promptly, escalating issues where necessary.
Build positive customer relationships that encourage repeat visits and brand loyalty.
Ensure every customer receives a premium shopping experience aligned with M&S service standards.
Florist operations
Replenish fresh flowers, bouquets, and gift-ready products in line with customer requirements and M&S quality standards.
Review quality of flowers and plants to maintain freshness, quality, and longevity.
Ensure floral displays are fully replenished, visually appealing, and available throughout trading hours.
Prepare customer orders accurately, including wrapping, packaging, and protecting floral items for collection or delivery where applicable.
Remove wilted, damaged, expired, or poor-quality flowers and plants from sale promptly.
Visual merchandising & store standards
Maintain exceptional visual standards within the florist area, ensuring displays are fresh, colorful, commercial, and inspiring.
Arrange flowers, plants, bouquets, and seasonal products according to brand guidelines, promotional activity, and customer demand.
Maintain cleanliness and organization of the florist counter, preparation area, display fixtures, tools, buckets, and surrounding areas.
Ensure pricing, product labels, care information, and promotional signage are accurate and up to date.
Stock management & inventory
Receive flower, plant, and florist supply deliveries, checking quality, quantities, and presentation standards.
Replenish floral products efficiently while maintaining product care, freshness, and display standards.
Assist with stock counts, inventory management, ordering requirements, and shrinkage control.
Report stock shortages, damaged flowers, quality concerns, or supply issues to the Department Manager.
Support waste reduction through effective stock rotation, freshness checks, and accurate demand planning.
Sales support & commercial performance
Recommend complementary products to enhance customer purchases.
Support seasonal promotions and new product launches.
Contribute towards achieving department sales, availability, and waste reduction targets.
Required skills to be successful
Passion for delivering exceptional customer service.
Excellent communication and interpersonal skills.
Strong merchandising and replenishment skills.
Good attention to detail and organizational skills.
Ability to work efficiently in a fast-paced retail environment.
Basic inventory management and stock rotation knowledge.
Team player with a positive attitude.
Ability to lift and replenish stock safely while maintaining product quality.
What qualifies you for the role
Experience in flower shops.
Experience operating POS systems is an advantage.
Good verbal communication skills in English (Arabic is an advantage).
Friendly, customer-focused, and able to work effectively within a team.
Ability to work flexible shifts, weekends, and public holidays.
About Al-Futtaim Retail
Al-Futtaim Retail has established itself as one of the leaders in retail across the Middle East, Africa, and Asia over the past 30 years. We have developed partnerships with some of the biggest and most respected brands in the world including IKEA, ACE, and Toys R Us in the Middle East and the Inditex Group of Brands (Zara, Mango, Bershka, and P&B) across Asia. We are also one of the largest global partners of Marks and Spencer’s in both regions with over 75 stores offering both fashion and food options.
Most recently, we have been responsible for bringing brands to the Middle East for the first time with the exciting launches of Watsons and B&Q and we aim to continue to be agile and adaptive to our markets with new launches and further development. For this to be possible, we aim to recruit the best talent from all backgrounds who will continue to challenge and develop our diverse workforce which includes over 100 nationalities across 12 countries. Join us today and make a difference.
About the Company
Established in the 1930's, the Al-Futtaim Group initially operated as a trading enterprise. Rapid development throughout the 1940's and 50's saw it establish itself regionally as an integrated commercial, industrial and services organisation, positioning itself one of the leading business houses in the lower Gulf region. Today, it operates collectively over 40 companies bearing the Al-Futtaim name, dominates many market segments in the UAE, and has expanded its sphere of operation to include Bahrain, Kuwait, Qatar, Oman and Egypt.
The Group comprises a diverse range of strategically positioned operating subsidiaries and associate companies, structured to give the Al-Futtaim Group the flexibility and versatility to keep ahead of local competition while keeping pace with the ever-evolving global business scenario. The Groups continued investment in world-class systems technology is clear evidence of its commitment to maintain leading edge performance and service delivery.
The success of the Al-Futtaim Group can be attributed to a business approach that combines the ability to change with the traditional values of integrity, service and social responsibility that define its core business philosophy. This, linked with the Groups belief in decentralisation, gives the heads of the operating companies a high degree of functional autonomy and authority, providing the Group with essential flexibility, and individual employees a clearly defined work culture and sense of responsibility.
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