Burberry Service Lead

Burberry is a British luxury house renowned for its trench coats and iconic check, combining heritage craftsmanship with modern innovation. The brand emphasises creativity, digital innovation and sustainability, and positions itself as a values-driven employer that develops talent across retail and corporate functions.

1. Supervise and motivate sales associates on the selling floor to consistently deliver the Burberry Experience and achieve sales KPIs.
2. Provide real-time, in-the-moment coaching and post-transaction feedback to develop selling skills and improve conversion.
3. Manage customer flow to ensure premium service standards and that no client is left unattended.
4. Partner with store management to set goal expectations, deliver formal performance feedback and implement monthly development plans.
5. Authorise post-void transactions, promotional discounts and employee sales in the absence of store management.
6. Drive in-store digital selling by using Apple mobile devices and other digital resources to engage clients when face-to-face contact is not possible.
7. Resolve escalated customer issues and liaise with management as required.
8. Support opening and closing procedures, POS operations and enforcement of company policies and loss-prevention guidelines.

1. Advanced knowledge of POS systems and retail transaction workflows.
2. Familiarity and comfort using Apple mobile devices and in-store digital sales tools.
3. 1–2 years supervisory or management experience in retail sales, preferably within a luxury or premium environment.
4. Demonstrated ability to coach, develop and retain retail talent and to drive measurable KPI improvement.
5. Strong interpersonal and communication skills with a customer-centric approach.

1. POS system
2. Apple mobile devices
3. Digital resources / in-store digital selling tools
4. Coaching and performance management
5. KPI management and retail scorecard literacy
6. Customer service and complaint resolution
7. Transaction authorisation and post-void processing

Minimum 1–2 years of supervisory retail experience, with a track record of leading a customer-facing team, delivering sales targets and using digital tools to support client engagement. Prior experience in luxury or premium retail is preferred.

High school diploma or equivalent required; post-secondary education in business, retail management or a related field is preferred but not mandatory.

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

Burberry blends British heritage with a progressive, creative culture that prioritises innovation and sustainability. The retail environment emphasises collaborative teamwork, continuous development and a customer-first mindset distinctive to luxury brand service standards.