Burberry Service Lead
- Seniority
- Supervisor
- Department
- Retail & Boutique Operations
- Industry
- Fashion, Apparel & Leather Goods
- Posted
- Apr 16, 2026
About Burberry
Burberry is an iconic British luxury fashion house renowned for its heritage outerwear and distinctive check. The brand combines craftsmanship with a progressive, digitally led retail strategy and a public commitment to sustainability and social responsibility. As a global maison, Burberry offers opportunities to work at the intersection of luxury product, experiential retail and brand storytelling.
Burberry is hiring a Service Lead in Montreal to supervise the retail sales team and deliver the Burberry Experience.
Role & Responsibilities
- Supervise, assist and motivate sales associates to consistently deliver high-value customer experiences on the selling floor and ensure every interaction meets Burberry standards.
- Provide real-time coaching and post-interaction feedback to improve selling skills, close sales and achieve store KPIs and sales targets.
- Manage customer flow and service cadence to guarantee no client is left unattended and to optimise the in-store experience.
- Drive cross-functional collaboration on the selling floor between sales associates, specialists, stock associates and operations.
- Lead Burberry Experience training initiatives within the store; reinforce key behaviours through role-play and targeted development plans.
- Develop and retain talent through monthly development plans, formal performance feedback and annual reviews in partnership with store management.
- Resolve complex customer issues and escalate to management when required; in absence of management, authorise certain transactions (post-voids, promotions, employee sales).
- Champion the in-store digital experience, utilising Apple mobile devices and other digital resources to support client engagement when face-to-face service is not possible.
- Support store opening and closing procedures, including securing premises and following POS and alarming protocols.
Qualifications
- 1–2 years supervisory or management experience in retail sales.
- Advanced knowledge of POS systems and retail transaction procedures.
- Comfortable and experienced with Apple mobile devices and digital selling tools.
- Demonstrated ability to coach, develop and motivate a frontline sales team.
- Strong customer-service orientation with proven ability to manage high-value client interactions.
Skills
Experience
Minimum 1–2 years of supervisory or management experience in retail sales with a proven record of coaching teams to meet sales KPIs and deliver exceptional client service.
Education
High school diploma or equivalent required; post-secondary qualification in retail management, business or hospitality preferred.
Workplace
The successful candidate will be located in Montreal, Quebec, Canada.
Culture
Burberry fosters a creative, inclusive workplace that blends British heritage with forward-looking innovation. The company emphasises experiential retail, digital fluency and sustainable practices, and invests in employee development through structured coaching and performance programmes.
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 Experience Lead», «Sales Floor Supervisor», «Retail Service Supervisor», «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.