Burberry Service Lead

Burberry is an iconic British luxury fashion house known for its heritage, craftsmanship and innovative approach to digital retail. The brand blends a strong creative identity with a commitment to sustainable luxury and immersive customer experiences, offering employees a collaborative, design-led workplace within a globally recognised label.

1. Supervise, assist and motivate sales associates to consistently deliver high-value experiences and ensure every customer interaction reflects the Burberry Experience.
2. Provide real-time coaching and performance feedback to improve selling skills, close sales and achieve store KPIs.
3. Manage customer flow on the selling floor to optimise service levels and ensure no client is left unattended.
4. Partner with store management and cross-functional colleagues (specialists, stock and operations) to align daily priorities and drive business results.
5. Deliver Burberry Experience training in-store using morning and weekly meetings, role-play and development plans.
6. Resolve escalated customer issues and escalate to management when appropriate.
7. In the absence of store management, process post-void transactions, authorise promotional discounts and manage employee sales.
8. Champion the in-store digital experience, using mobile and digital tools to engage clients when face-to-face interaction is not possible.
9. Support opening and closing procedures, security and POS reconciliation as required.

1. Advanced knowledge of POS systems.
2. Proficiency with Apple mobile devices and comfortable using digital sales tools.
3. 1–2 years' supervisory or management experience in retail sales.

1. POS system
2. Apple mobile devices
3. digital tools
4. Real-time coaching and performance feedback
5. KPI management and sales performance improvement
6. Customer flow and service optimisation
7. Transaction processing (post-void, promotional discounts, employee sales)
8. Team leadership and staff development
9. Burberry Experience training delivery

Minimum of 1–2 years' supervisory or management experience within retail sales, with demonstrable experience coaching front-line staff, driving KPI improvements and operating POS/mobile retail systems.

High school diploma or equivalent; further retail management or customer service training preferred.

Commission earnings; discretionary bonuses; short and long-term incentive packages; Company-sponsored benefit programs.

Burberry cultivates a creative, design-led culture that values craftsmanship, digital innovation and responsible business practices. The brand emphasises collaboration, continuous development and delivering a distinctive luxury experience to clients.