Website:
fiorellaindia.com
Job details:
Company Description Fiorella – The Flower Boutique, founded in 2017, is dedicated to elevating India’s floral gifting experience through luxurious, high-quality arrangements. The boutique offers a wide range of premium blooms, including roses, lilies, hydrangeas, and sunflowers, crafted into bouquets, boxes, and cake boxes. Fiorella also specializes in floral décor for events and corporate gifting, creating customized solutions for diverse occasions. By combining superior blooms with innovative design, the team delivers bespoke floral experiences that emphasize elegance, exclusivity, and meaningful storytelling. The brand is driven by a commitment to making memories unforgettable for every client.
Role Description The Retention Specialist is a full-time, on-site role based in Delhi, India, focused on strengthening customer loyalty and repeat business. In this role, the specialist will engage directly with customers to understand their needs, resolve concerns, and ensure a positive post-purchase experience. Daily tasks include tracking customer feedback and behavior, identifying retention opportunities, and proposing tailored offers or service improvements. The specialist will collaborate with sales, customer service, and operations teams to enhance satisfaction, reduce churn, and support targeted retention campaigns. This role requires consistent follow-up, accurate documentation of customer interactions, and proactive communication to maintain strong long-term relationships.
Qualifications
- Candidates should possess strong customer retention skills, with experience in developing and executing strategies to increase repeat purchases and reduce customer churn.
- Candidates should possess excellent interpersonal and communication skills to build trust, manage expectations, and handle customer interactions with empathy and professionalism.
- Candidates should possess solid analytical skills to interpret customer data, identify trends, and recommend actionable improvements to retention programs.
- Candidates should possess a clear focus on customer satisfaction, with the ability to resolve issues efficiently and maintain high service standards.
- Relevant experience in customer success, sales support, or hospitality is beneficial, especially within luxury, retail, or gifting environments.
- Ability to work on-site in Delhi, manage multiple priorities, and collaborate effectively with cross-functional teams.
- Proficiency in CRM tools or customer databases, and comfort with basic reporting and documentation.
- A bachelor’s degree in business, marketing, hospitality, or a related field is preferred but not mandatory when supported by strong relevant experience.
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