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 supports the Store Manager in driving category performance, supervising the sales team, achieving sales goals and coaching performance to deliver the Burberry Experience. The role leads service, team development, training and store operations in Zurich.

Role & Responsibilities

• Lead sales associates to improve selling skills, close sales and achieve sales goals and KPIs.
• Drive sales for an assigned category, partnering with the Store Manager on sell-through and team training.
• Lead a high-performing, customer-facing, service-oriented team; coach and provide feedback to ensure customers receive the full Burberry Experience in line with brand strategies.
• Manage customer flow so clients receive attentive, excellent service.
• Promote partnership on the selling floor among sales associates, specialists, stock and operations teams.
• Coach associates during and after client interactions, review successes and opportunities, and ensure follow-up actions are completed.
• Work with the Store Manager to develop and retain employees, recognising and rewarding performance through monthly development plans and annual performance reviews.
• Lead the integration of new employees.
• Lead by example by delivering the Burberry Experience to customers when needed.
• Partner with the Store Manager and Training to oversee Burberry Experience training in the store; reinforce key elements through morning and weekly meetings, role-play, tips and discussion of individual associates’ challenges.
• Resolve difficult customer issues and escalate them to management when necessary.
• In the absence of store management, process post-void transactions and authorise promotional discounts and employee sales.
• Drive the in-store digital experience and use digital resources to communicate when face-to-face interaction is not possible.
• Understand the business and communicate needs and ideas effectively to advance it.
• Understand company policies and procedures and consistently follow and enforce operational guidelines.
• Create and maintain an open, positive and harmonious work environment.
• Assist with store opening and closing, including securing doors, windows and merchandise, setting the alarm and following POS procedures.
• Perform additional duties as required.

Qualifications

• Advanced knowledge of POS systems.
• Ability to handle complex customer service issues, including dissatisfied customers, complaints, returns, repairs and after-sales matters.
• Ability to communicate fluently and professionally with clients and staff.
• Previous experience with Apple mobile devices and comfort using digital tools.

Skills

Experience

1–2 years of supervisory or management experience in retail sales.

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.