Service Lead

Job Purpose

Daily floor supervision of sales team ensuring great customer experiences and thereby driving sales goal attainment and providing real-time performance coaching to drive the overall Burberry Experience.

Responsibilities

• Supervise, assist and motivate sales associates to consistently deliver high-value experiences on the selling floor to every client; act as a "quality control" supervisor ensuring that every interaction with a customer is memorable.
• Partner with associates to improve overall selling skills and close sales in order to achieve sales goals and KPIs.
• Lead a high performing customer facing and service orientated team.
• Coach and provide feedback to the team as necessary to ensure all customers serviced in the store are given the full Burberry Experience in line with brand strategies.
• Manage the 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 associates and operations team.
• Coach "in the moment" and after every transaction and client interaction, reach out to associates to talk through the successes and opportunities and ensure proper follow-through on follow up actions.
• Develop and retain talented employees, by recognising and rewarding performance through monthly development plans and annual performance reviews.
• Lead by example by delivering the Burberry Experience to customers when necessary.
• Partner with GM, SM and S&P to take ownership of Burberry Experience training within the store.
• Use morning and weekly meetings to constantly reinforce key elements of the Burberry Experience through role-play, providing tips and talking through difficulties of individual associates.
• Partner with store management to set goal expectations.
• Deliver formal performance feedback in partnership with store management through monthly Burberry Experience Development Plans.
• Resolve difficult customer issues and escalate to management when necessary.
• In absence of store management, responsible for processing post-void transactions, authorising promotional discounts and employee sales.
• Drive the digital experience in store and use digital resources to communicate whenever face-to-face is not possible.
• Hold a good understanding of the business and effectively communicate needs and ideas to bring the business to next level.
• Possess a thorough understanding of company policies and procedures and consistently follow and enforce company guidelines on operations.
• Assist with the opening and closing of store which includes securing doors, windows and merchandise, successful alarming of store and POS procedures.
• Additional duties as required.

Qualifications

• Advanced knowledge of POS system.
• Previous experience with Apple mobile devices and comfortable with the use of digital tools.
• 1-2 years 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.