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

Job Requisition ID: 179726

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 – Bakery | Marks & Spencer

Overview Of The Role

The Customer Service Associate – Bakery plays a key role in delivering an exceptional customer experience while ensuring the highest standards of food quality, freshness, and presentation within the Bakery department. The role is responsible for serving customers, preparing and replenishing bakery products, maintaining food safety and hygiene standards, and driving sales through excellent product knowledge and service.

Working as part of the M&S Food team, you will create a welcoming shopping experience by understanding customer needs, recommending products, and ensuring the Bakery department is always fully stocked, clean, and visually appealing. Success in this role is measured through customer satisfaction, product availability, food safety compliance, and achievement of sales and operational KPIs.

What You Will Do

Customer Service & Customer Experience

• Deliver outstanding customer service by greeting and assisting customers in a friendly, professional, and engaging manner.
• Provide expert advice on bakery products, ingredients, allergens, and serving suggestions.
• Handle customer enquiries and resolve basic complaints promptly, escalating issues where appropriate.
• Build strong customer relationships to encourage repeat business and customer loyalty.
• Ensure every customer enjoys a positive shopping experience in line with M&S customer service standards.
  
  

Bakery Operations & Food Preparation

• Prepare, package, label, and replenish bakery products in accordance with company standards.
• Ensure bakery displays remain fully stocked, fresh, and visually appealing throughout trading hours.
• Monitor product quality, freshness, expiry dates, and shelf life.
• Follow FIFO (First In, First Out) principles and minimize food waste through effective stock rotation.
• Ensure all bakery products are presented according to M&S merchandising guidelines.
  
  

Visual Merchandising & Store Standards

• Maintain excellent merchandising standards within the Bakery department.
• Ensure displays are attractive, well-organized, and fully replenished.
• Maintain a clean, safe, and welcoming shopping environment.
• Support promotional displays and seasonal merchandising activities.
  
  

Stock Management & Inventory

• Receive deliveries and accurately check bakery stock.
• Replenish products throughout the day to maximize product availability.
• Assist with stock counts, inventory management, and waste reduction initiatives.
• Report stock shortages and quality issues to the Department Manager.
• Support effective inventory control and shrinkage management.
  
  

Sales Support & Commercial Performance

• Promote bakery products through upselling and cross-selling.
• Recommend complementary food products to enhance customer purchases.
• Stay updated on current promotions, seasonal products, and new product launches.
• Contribute towards achieving department sales and customer service targets.
  
  

Cash Register Operations

• Operate the Point of Sale (POS) system accurately and efficiently.
• Process cash, card, and digital payment transactions.
• Follow company cash handling policies and procedures.
• Maintain a clean, organized, and efficient checkout area.
  
  

Food Safety, Hygiene & Compliance

• Follow all Food Safety, HACCP, Municipality, and Health & Safety regulations.
• Maintain the highest standards of hygiene and cleanliness within the Bakery department.
• Ensure food preparation equipment and work areas are cleaned and sanitized regularly.
• Comply with all company food handling procedures and quality standards.
  
  

Required Skills To Be Successful

• Excellent customer service and communication skills.
• Passion for Food Retail and delivering outstanding customer experiences.
• Knowledge of bakery products and food presentation.
• Strong selling, upselling, and cross-selling skills.
• Understanding of food safety and hygiene practices.
• Good attention to detail and organizational skills.
• Ability to work efficiently in a fast-paced retail environment.
• Cash handling and POS system experience.
• Strong teamwork and collaboration skills.
• Positive attitude with a customer-first mindset.
  
  

What Qualifies You For The Role

• High School Diploma or equivalent (Hospitality or Food-related qualification is an advantage).
• 1–3 years' experience in a Bakery, Café, Food Retail, Supermarket, or Hospitality environment.
• Previous experience in a customer-facing role within Food Retail or Bakery operations.
• Knowledge of bakery products, food handling, and food safety practices.
• Experience operating POS systems and handling cash transactions.
• Ability to work flexible shifts, weekends, and public holidays.
• Good verbal communication skills in English (Arabic is an advantage).
• Friendly, energetic, and professional personality.
• Proven ability to work effectively in a team environment while maintaining high operational standards.
  
  

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…