Burberry Service Lead
Burberry is hiring a Service Lead in Chicago, IL to supervise the sales floor, coach associates and deliver the Burberry Experience.
Overview
Burberry is a British luxury house known for its iconic outerwear, craftsmanship and progressive approach to fashion and retail. The brand combines deep heritage with an emphasis on creativity, digital innovation and sustainability, offering employees a fast-paced, design-led environment within a globally recognised luxury business.
Role & Responsibilities
- Supervise, assist and motivate sales associates to consistently deliver high-value customer experiences on the selling floor, acting as a quality-control supervisor for every client interaction.
- Coach sales associates in real time and after transactions to improve selling skills, follow-through and conversion rates.
- Manage customer flow to ensure optimal service levels so no client is left unattended; set pace and standards for the team.
- Drive collaboration between sales associates, specialists, stock associates and operations to maximise service and sales performance.
- Partner with store management to set goal expectations and deliver formal performance feedback via monthly development plans.
- Lead Burberry Experience training within the store, reinforcing key service elements through role-play and regular briefings.
- Resolve difficult customer issues and escalate to management when necessary.
- When store management is absent, process post-void transactions, authorise promotional discounts and handle employee sales approvals.
- Promote and use digital tools to deliver the brand experience and communicate with clients when face-to-face engagement is not possible.
- Support opening and closing procedures, including securing doors/windows, alarming and POS reconciliation.
Qualifications
- Advanced knowledge of point-of-sale (POS) systems.
- Previous experience with Apple mobile devices and confidence using digital sales tools.
- 1–2 years supervisory or management experience in retail sales.
- Proven ability to coach and develop retail teams, delivering measurable improvements in KPIs.
- Strong problem-solving skills and demonstrated experience resolving escalated customer issues.
Skills
Experience
Minimum 1–2 years of supervisory or management experience in retail sales, preferably within a luxury or premium retail environment, with a track record of coaching teams and improving KPIs.
Education
High school diploma or equivalent; tertiary qualifications in retail, hospitality or business preferred.
Workplace
This position is based in Chicago, Illinois, USA. Cerulean lists 31 open roles in Chicago, including 4 posted recently. The broader Illinois area accounts for 48 active listings on Cerulean, 4 of which are new. In USA as a whole, Cerulean currently features 2.232 open positions, with 74 posted this week.
Compensation
The base compensation for this position ranges from USD 27 to USD 28.50 per hour.
Benefits
Commission earnings; discretionary bonuses; short- and long-term incentive packages; Company-sponsored benefit programs.
Culture
Burberry blends a strong creative heritage with a modern, digitally enabled retail culture. The workplace prioritises personalised client service, employee development and progressive sustainability initiatives, fostering an inclusive environment for creative and customer-focused professionals.
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.