Department Manager

About the role

Supporting the Store Manager to drive category performance with supervision of the sales team to ensure great customer experiences. Driving sales goal attainment and providing real-time performance coaching to deliver the overall Burberry Experience and Burberry Behaviours.

Responsibilities

• Lead sales associates to improve overall selling skills and close sales in order to achieve sales goals and KPIs.
• Drive sales for an assigned category, including partnering with the Store Manager on sell-through and team training.
• Lead a high-performing, customer-facing, and service-oriented team. Coach and provide feedback to ensure all customers receive the full Burberry Experience in line with brand strategies.
• Manage customer flow to ensure the best possible service and that no client is left unattended.
• Set the pace and standard to deliver excellent service to customers.
• Drive partnership on the selling floor between sales associates, specialists, stock, and operations teams.
• Coach “in the moment” and after every transaction and client interaction, reviewing successes and opportunities to ensure proper follow-up.
• Work closely with the Store Manager to develop and retain talented employees by recognizing and rewarding performance through monthly development plans and annual performance reviews.
• Lead the integration of new joiners to the business.
• Lead by example by delivering the Burberry Experience to customers when necessary.
• Partner with Store Manager and Training to take ownership of Burberry Experience training within the store. Use morning and weekly meetings to reinforce key elements through role-play, tips, and addressing individual difficulties.
• Resolve difficult customer issues and escalate to management when necessary.
• In the absence of store management, process post-void transactions, authorize promotional discounts, and handle employee sales.
• Drive the digital experience in-store and use digital resources to communicate when face-to-face is not possible.
• Hold a good understanding of the business and effectively communicate needs and ideas to elevate the business.
• Possess a thorough understanding of company policies and procedures and consistently follow and enforce operational guidelines.
• Create and maintain an open, positive, and harmonious work environment.
• Assist with opening and closing the store, including securing doors, windows, merchandise, alarming the store, and POS procedures.
• Perform additional duties as required.

Requirements

• Advanced knowledge of POS systems.
• Ability to handle complex customer service issues (e.g., dissatisfied customers, complaints, returns, repairs, and after-sales).
• Fluent and professional dialogue with clients and staff.
• Previous experience with Apple mobile devices and comfort with digital tools.
• 1-2 years of previous supervisory or management experience in retail sales.

Measures of Success

• Monthly Burberry Experience evaluation score.
• Managing performance improvement and development of associates.
• Improvement in every KPI within the retail scorecard.

Location: Dawsonville, Georgia (USA). Retail Offline – Outlet.