Operations Supervisor | Citadel Outlets

About the role

At Burberry, we believe creativity opens spaces. Our purpose is to unlock the power of imagination to push boundaries and open new possibilities for our people, our customers and our communities. This is the core belief that has guided Burberry since it was founded in 1856 and is central to how we operate as a company today. We aim to provide an environment for creative minds from different backgrounds to thrive, bringing a wide range of skills and experiences to everything we do. As a purposeful, values-driven brand, we are committed to being a force for good in the world, creating the next generation of sustainable luxury for customers, driving industry change and championing our communities.

This role provides leadership for the store, setting an excellent standard and inspiring the team to achieve it. You will own the employee experience, driving employee satisfaction and elevating team behaviors, as well as the customer experience, driving customer satisfaction and increasing brand loyalty. You will drive performance and growth through excellent operational and commercial execution.

Responsibilities

• Establish a constant focus on Brand, continually driving engagement, knowledge, and passion for the Brand across the store team.
• Be a presence leading on the shop floor, acting as a brand ambassador and role modeling Burberry behaviors.
• Monitor, coach, and provide feedback to the store team to deliver excellent customer experience.
• Maintain a luxury environment, ensuring excellent execution and maintenance of Visual Merchandising guidelines across the store.
• Drive the use of digital assets to enhance the customer experience.
• Lead, inspire, and manage a high-performing, positive store team.
• Continually elevate the capability of the store team through recruitment, staff development, mobility, and effective succession planning.
• Establish a learning culture and maintain a strong connection of the store team to the Brand.
• Have excellent product knowledge and drive the same standard across the store team.
• Maintain a strong understanding of product sales performance and optimize sales of the available inventory.
• Establish and embed customer-focused behaviors across the store team.
• Build and cultivate long-term customer relationships and lead the team to do the same.
• Build and maintain familiarity with the local external environment; customers, competitors, and talent.
• Maintain a commercial mindset and continually identify and convert opportunities to drive store performance.
• Drive operational excellence across all areas of the store and ensure compliance with all corporate standards, policies, and initiatives.
• Ensure your store has a written plan in place that details the actions to be taken in the event of an emergency evacuation. This plan must be practiced at least annually, involving all employees, and recorded on Rivo as having been completed.

Requirements

• Demonstrated alignment with the Burberry Store Management behaviors: Service Focused, Leading to Inspire, Commercially Aware, Developing Talent, Driving Excellence.
• Local language plus English.
• A passion for and interest in fashion, and a luxury ethos.
• A digital awareness and interest, with an ability to comfortably navigate social media and e-commerce sites.
• Awareness of local employment and retail legislation.
• Flexible to work as required to meet store needs.
• Experience in a luxury brand or in a luxury service and selling environment.
• Retail Management experience appropriate to the role, to be assessed based on the size and complexity of previous roles. Metrics will include sales turnover and volume and the number and types of roles previously managed.

Measures of Success

• Performance against the Burberry Store Management behaviors.
• Sales & Conversion.
• Burberry Experience & Data Capture scores.
• Shrinkage.

Pay

Expected base salary for the role will generally be between $28.00 and $30.00 per hour at the commencement of employment. Base salary if hired will be determined on an individualized basis and is only part of the total compensation package, which, depending on the position, may also include commission earnings, discretionary bonuses, short and long-term incentive packages, and Company-sponsored benefit programs.