Customer Service Associate - Florist | Retail | M&S | UAE

Job Requisition ID: 179737 

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 & 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 & 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…