Retention Specialist

Company Description Fiorella – The Flower Boutique, established 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, presented in bouquets, boxes, and cake boxes. Fiorella also specializes in floral décor for events and corporate gifting, creating tailored solutions for diverse occasions. By blending premium flowers with innovative, bespoke designs, the team crafts elegant, exclusive arrangements that make every gift memorable. The brand is driven by the belief in “Making Memories Unforgettable,” focusing on meaningful experiences for customers. Role Description The Retention Specialist is a full-time, on-site role based in Delhi, India, responsible for strengthening customer loyalty and encouraging repeat purchases. Day-to-day activities include monitoring customer interactions and orders, identifying at-risk customers, and implementing retention strategies such as personalized follow-ups, special offers, and service recovery initiatives. The role involves engaging directly with customers through phone, email, and messaging platforms to address concerns, gather feedback, and ensure a positive experience with Fiorella’s products and services. The Retention Specialist will collaborate with sales, customer service, and operations teams to enhance service quality, refine loyalty programs, and maintain accurate records of customer behavior and satisfaction. The role also includes analyzing retention metrics and reporting insights that support continuous improvement in customer experience. Qualifications Candidates should possess strong Customer Retention and Customer Satisfaction skills to design and execute strategies that encourage loyalty and repeat business. Candidates should possess excellent Interpersonal Skills and Communication skills to build trust, handle customer queries, and manage sensitive interactions professionally. Candidates should possess solid Analytical Skills to interpret customer data, identify trends, and recommend actionable improvements to retention initiatives. Relevant experience in customer success, CRM, or hospitality/retail/service roles, preferably in a premium or boutique environment. Ability to work on-site in Delhi, India, manage multiple customer cases simultaneously, and use customer service or CRM tools effectively. Bachelor’s degree in business, marketing, hospitality, or a related field is preferred, along with proficiency in English and local languages.