Burberry Customer Service Lead

Burberry is an iconic British luxury house recognised for its heritage outerwear, contemporary ready-to-wear and digital-first approach to retail. As an employer it blends strong creative identity with commercial rigor, investing in employee development and sustainability while maintaining a client-centric, innovation-driven workplace.

1. Supervise and motivate sales associates to deliver consistent, high-value client experiences and ensure every customer interaction reflects the Burberry brand standard.
2. Provide real-time, in‑the‑moment coaching and post-transaction feedback to improve selling skills, close sales and drive KPIs.
3. Manage customer flow on the selling floor to guarantee timely service and avoid unattended clients; set service pace and standards.
4. Partner with store leadership to set and monitor sales goals, deliver formal performance feedback and implement monthly development plans.
5. Lead by example by actively engaging with clients and stepping in to deliver the Burberry Experience when required.
6. Coordinate with specialists, stock associates and operations to ensure seamless floor partnership and merchandising standards.
7. Resolve escalated customer issues and escalate to management when appropriate.
8. When store management is absent, authorise post-void transactions, promotional discounts and employee sales as required.
9. Drive the in‑store digital experience, utilising Apple devices and digital resources to engage clients remotely when necessary.
10. Support opening and closing procedures, POS operations and store security; enforce company policies and operational guidelines.

1. 1–2 years of supervisory or management experience in retail sales.
2. Advanced knowledge of point‑of‑sale (POS) systems with demonstrated cash-handling and transactional accuracy.
3. Proficiency with Apple mobile devices and comfort using digital retail tools to support sales and client communication.
4. Proven ability to coach, develop and motivate sales teams; track record of improving associate performance against KPIs.
5. Strong customer‑service aptitude with the ability to resolve difficult client issues and maintain brand standards.

1. POS system
2. Apple mobile devices
3. Digital retail tools
4. KPI management
5. In‑the‑moment coaching

1–2 years previous supervisory or management experience in a retail sales environment, with demonstrated success in coaching teams and achieving sales KPIs.

High school diploma or equivalent; additional retail management training preferred.

May include commission earnings, discretionary bonuses, short- and long-term incentive packages, and company‑sponsored benefit programs.

The organisation combines British heritage craftsmanship with a contemporary, digital-first retail culture. Employees operate in a client-focused, creative environment that emphasises development, collaboration and a commitment to sustainable luxury.