Burberry Aftercare Consultant

About Burberry

Burberry is an iconic British luxury fashion house renowned for its heritage outerwear and contemporary approach to design. As a global employer, Burberry emphasizes craftsmanship, creativity and progressive sustainability initiatives, attracting talent across retail, product and corporate functions.

Role & Responsibilities

• Manage end-to-end customer enquiries and cases across channels (in-store, phone, email, messaging), ensuring timely resolution and thorough case documentation.
• Diagnose product issues in collaboration with Quality Assurance and store teams, determine repairability, costings and timescales, and liaise with external repair centres and partners.
• Create and maintain client profiles, logging case progress and collating data for reporting and continuous improvement.
• Organise payments, shipping logistics and item movements between clients, stores and repair partners, including use of POS and remote payment methods.
• Provide elevated client communication throughout the aftercare journey, anticipating needs and applying specialist product-care knowledge to preserve brand experience and trust.
• Act as the internal liaison between Global Customer Service and store teams to coordinate escalations, appointments and store-based interventions.
• Perform on-the-spot aftercare services (e.g., scarf refreshes, Bag Restore treatments) during client visits and support sales opportunities in collaboration with Client Advisors.
• Prioritise workloads dynamically across operating windows, provide FOH cover for walk-ins, and gather client feedback to inform service and product improvements.

Qualifications

• Fluent in French and English (spoken and written).
• Demonstrable experience in luxury retail customer service, aftercare, repairs coordination or equivalent client-facing roles.
• Strong verbal and written communication skills with high emotional intelligence and resilience in difficult conversations.
• Exceptional attention to detail, organisational ability and capacity to manage multiple concurrent cases with precision.
• Professional personal presentation and the ability to represent the brand as an ambassador.

Skills

Experience

Previous experience in luxury retail or customer service roles with direct responsibility for client care, product aftercare or repair coordination. Experience liaising with external repair centres and managing end-to-end cases is highly desirable.

Education

High school diploma or equivalent; vocational qualification in retail, hospitality or luxury brand management preferred.

Workplace

Culture

Burberry fosters a creative, heritage-led culture that balances traditional craftsmanship with modern innovation. The workplace values inclusivity, sustainability and client-centric service, encouraging employees to deliver elevated luxury experiences while contributing to broader brand initiatives.

About Cerulean

Cerulean is the definitive career portal for the global luxury industry. We match exceptional professionals with exclusive opportunities at the world's most prestigious brands. From haute couture and fine watchmaking to prestige beauty, hospitality, and boutique retail, Cerulean centralises luxury employment to help you find the career for which you were destined.