Burberry Client Relations Team Leader
- Employment
- Full-Time
- Seniority
- Manager
- Department
- Clienteling, CRM & VIP Relations
- Industry
- Fashion, Apparel & Leather Goods
- Posted
- Sep 16, 2026
About Burberry
Burberry Limited, a quintessentially British luxury fashion house, is renowned for its innovative designs and commitment to quality. As part of the global luxury conglomerate, Burberry offers a dynamic and inclusive work environment where creativity and excellence are at the forefront. The company is dedicated to fostering a culture that encourages diversity and sustainability, making it a leader in the luxury industry.
Burberry seeks a Client Relations Team Leader in London to lead client advisors, manage escalations and drive luxury service excellence.
Role & Responsibilities
- Lead, motivate and develop a team of Client Relationship Advisors, fostering an engaging, inclusive and high-performing culture aligned to Burberry values
- Conduct regular one-to-ones, coaching sessions and performance reviews; set clear objectives and development plans to support colleagues in achieving their full potential
- Ensure consistent delivery of world-class luxury service across all client contact channels, embedding a highly personalised and relationship-led approach
- Coach advisors to understand client preferences, anticipate needs and create memorable experiences; review client interactions regularly to ensure quality and consistency with luxury service standards
- Act as the escalation point for complex, high-profile or sensitive client situations, driving service recovery initiatives that strengthen client trust, retention and loyalty
- Drive a culture of proactive clienteling and relationship management; monitor and support client engagement activities, appointment generation and client development opportunities
- Manage day-to-day team operations, including resource allocation and service coverage; monitor productivity, service levels, case volumes and quality measures
- Take ownership of the most complex client complaints and escalations, ensuring appropriate governance procedures are followed and building strong relationships with internal stakeholders
- Use client feedback, complaints, NPS results, CSAT and operational metrics to identify improvement opportunities; share insights and lead team huddles to champion best practices
Qualifications
- Previous experience leading or supervising a customer service, client advisors or luxury retail team
- Strong coaching and people leadership skills with the ability to develop talent and drive performance
- Proven experience handling complex complaints and escalated client situations
- Strong commercial awareness with the ability to balance service excellence and business objectives
- Excellent written and verbal communication skills
- Highly organised with strong attention to detail
- Confident stakeholder manager with the ability to influence across multiple business functions
Skills
Experience
Previous experience leading or supervising a customer service, client advisors or luxury retail team, with proven success in handling complex complaints and escalated situations.
Workplace
The role is situated in London, England, UK.
Culture
Burberry fosters a creative and inclusive workplace culture that values diversity and sustainability. The company is committed to being a force for good, driving industry change and championing community engagement.
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.
Frequently Asked Questions
The luxury industry is characterised by a diverse and nuanced nomenclature. Esteemed houses frequently employ proprietary terminology, and even within a single organisation like Burberry, titles may vary across global markets to reflect local conventions. To ensure absolute clarity, Cerulean assigns a standardised, industry-coherent canonical title to every listing. However, it is worth noting that this role is functionally synonymous with «Client Service Manager», «Customer Relations Supervisor», «Client Experience Lead», «Client Advisor Manager», and other variations. Our sophisticated search architecture anticipates these variations, ensuring that inquiries using related terms will seamlessly yield the exact roles you desire.