Burberry Service Lead
- Location
- Costa Mesa California USA
- Employment
- Full-Time
- Seniority
- Supervisor
- Compensation
- $30–32/hour
- Department
- Retail & Boutique Operations
- Industry
- Fashion, Apparel & Leather Goods
- Posted
- Sep 29, 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 Service Lead to supervise the sales team and drive exceptional customer experiences on the retail floor. The role combines hands-on floor management, real-time performance coaching, and team development to achieve sales goals while upholding the distinctive Burberry Experience. The successful candidate will manage customer flow, mentor associates, resolve escalated issues, and partner with store management on training and performance development.
Role & Responsibilities
- Supervise and motivate sales associates to deliver high-value, memorable customer experiences on the selling floor
- Partner with associates to enhance selling skills and close rates to achieve sales goals and KPIs
- Lead a customer-facing, service-oriented team with coaching and feedback aligned to brand strategies
- Manage customer flow to ensure optimal service delivery and prevent clients from being left unattended
- Foster partnership on the selling floor between sales associates, specialists, stock associates, and operations teams
- Provide real-time coaching following each transaction and client interaction to reinforce successes and identify opportunities
- Develop and retain talented employees through recognition, performance rewards, monthly development plans, and annual reviews
- Deliver the Burberry Experience to customers by leading by example
- Partner with store management to deliver Burberry Experience training through morning and weekly meetings using role-play and peer discussion
- Deliver formal performance feedback in partnership with store management through monthly development plans
- Resolve difficult customer issues and escalate to management as necessary
- Authorize post-void transactions, promotional discounts, and employee sales in the absence of store management
- Drive the digital customer experience in-store and use digital resources for communication when face-to-face interaction is unavailable
- Maintain thorough understanding of business metrics and communicate needs and ideas to advance business performance
- Ensure consistent adherence to company policies, procedures, and operational guidelines
- Assist with store opening and closing procedures including securing merchandise, arming security systems, and processing POS transactions
- Perform additional duties as required
Qualifications
- 1–2 years of supervisory or management experience in retail sales
- Advanced proficiency with POS systems
- Familiarity with Apple mobile devices and digital tools
- Strong customer service orientation and ability to model the brand experience
- Proven coaching and team development capabilities
Skills
Experience
1–2 years of supervisory or management experience in retail sales, with demonstrated ability to lead customer-facing teams and drive performance improvements.
Education
High school diploma or equivalent required; some college or retail management certification preferred.
Workplace
The successful candidate will be located in Costa Mesa, California, USA, with easy access to Los Angeles.
Compensation
The base compensation for this position ranges from USD 30 to USD 32 per hour.
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 «Floor Supervisor», «Retail Operations Lead», «Sales Floor Manager», «Customer Experience Supervisor», and other variations. Our sophisticated search architecture anticipates these variations, ensuring that inquiries using related terms will seamlessly yield the exact roles you desire.