Burberry Retail Team Manager

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.

The Retail Team Manager leads the shop-floor team at Burberry’s Paseo de Gracia store in Barcelona, driving sales performance, exceptional client service, CRM activity and team development. The role requires prior luxury retail experience, strong leadership and commercial awareness.

Role & Responsibilities

• Partner with store management to improve sales performance, achieve goals and identify strategies to exceed performance standards.
• Analyse store performance and KPIs, reporting business trends and competitor performance to support business growth.
• Lead and support activities to achieve store objectives.
• Build and maintain familiarity with the local environment, including customers, personal shoppers, competitors, local events, third parties and talent.
• Lead a high-performing, customer-facing service team by setting performance targets and driving productivity.
• Represent Burberry as a brand ambassador and product specialist across all categories, demonstrating passion for the brand and strong product knowledge.
• Comply with company standards and policies with integrity.
• Model excellent client service, demonstrating passion for product, styling and selling.
• Develop long-term relationships with top clients.
• Lead actively on the shop floor through client engagement and brand awareness.
• Monitor CRM database reporting to support company CRM initiatives.
• Capture meaningful client data to develop actions and opportunities.
• Manage and drive relevant, articulate client outreach.
• Maintain excellent product knowledge and consistent standards across the store team.
• Ensure training materials are cascaded to teams and used to advance key strategic pillars.
• Take ownership of executing all commercial training.
• Lead the team in delivering the customer journey and maintaining or exceeding global positioning, using the guest experience programme as an indicator.
• Ensure team members have sound product knowledge and understand company policies and procedures; coach them and provide feedback.
• Cultivate customer relationships that create loyal brand advocates and support high-quality customer profile capture.
• Drive the use of digital assets and quality customer profile capture.
• Develop and proactively retain talented employees, recognising and rewarding performance through recurring development plans and annual performance reviews.
• Identify staff competency gaps and areas for knowledge development.
• Create and implement action plans and employee development plans in coordination with store management.
• Help attract, develop and retain a high-performing team.
• Help create a positive, energetic workplace balancing teamwork with healthy competition.
• Participate in daily store meetings or lead them when requested, communicating business trends and relevant updates and motivating the team.

Qualifications

• Previous experience in a luxury retail role driving departmental sales and profitability while maintaining exceptional customer service standards.
• Commercial awareness and exposure to sales-related KPIs.
• In-depth understanding of client expectations and luxury service.
• Excellent leadership and people management skills.
• Strong interpersonal and communication skills, with the flexibility to adapt to change.
• Genuine interest in fashion and styling, with excellent product knowledge.
• Organised, able to prioritise and solve problems while working at pace.
• Advanced knowledge of POS and store systems, and comfort using digital tools.

Skills

Experience

Previous experience in a luxury retail role driving departmental sales and profitability while maintaining exceptional customer service standards.

Workplace

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.