Burberry Client Relations Team Leader
- Employment
- Full-Time
- Seniority
- Manager
- Department
- Clienteling, CRM & VIP Relations
- Industry
- Fashion, Apparel & Leather Goods
- Posted
- Sep 22, 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 and drive luxury service excellence. English required; French, German or Italian preferred.
Role & Responsibilities
- Lead, motivate and develop a team of Client Relationship Advisors to achieve performance and engagement targets
- Create an inclusive, high-performing team culture aligned with Burberry values through regular one-to-ones, coaching and structured development plans
- Ensure consistent delivery of world-class luxury service across all client contact channels while embedding personalised, relationship-led engagement
- Coach advisors to anticipate client needs, manage portfolios proactively and create memorable experiences that exceed expectations
- Act as the escalation point for complex, high-profile and sensitive client situations, driving service recovery and strengthening client trust
- Monitor productivity, service levels, case volumes and quality measures; identify trends and opportunities for continuous improvement
- Partner with Retail and commercial teams to deliver connected client journeys and maximise lifetime client value
- Support recruitment, onboarding and succession planning activities; identify capability gaps and implement targeted development initiatives
- Use client feedback, NPS results, CSAT and operational metrics to shape improvement recommendations that enhance experience and business performance
- Manage day-to-day team operations, resource allocation and service coverage while ensuring efficient case management within agreed standards
Qualifications
- Previous experience leading or supervising a customer service, client advisors or luxury retail team
- Strong coaching and people leadership skills with demonstrated ability to develop talent and drive performance
- Proven experience handling complex complaints and escalated client situations
- Excellent written and verbal communication skills
- Confident stakeholder manager with ability to influence across multiple business functions
- Strong commercial awareness with ability to balance service excellence and business objectives
Skills
Experience
Previous experience leading or supervising a customer service, client advisors or luxury retail team, with proven expertise in managing complex client escalations and building high-performing teams in a service-oriented environment.
Education
Not specified
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 Services Manager», «Client Advisor Supervisor», «Relationship Management Lead», «Client Support Director», and other variations. Our sophisticated search architecture anticipates these variations, ensuring that inquiries using related terms will seamlessly yield the exact roles you desire.