Service Lead

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 role focuses on daily floor supervision of the sales team to ensure great customer experiences, drive sales goal attainment, and provide real-time performance coaching to deliver 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 every customer interaction is memorable.
• Partner with associates to improve overall selling skills and close sales to achieve sales goals and KPIs.
• Lead a high-performing, customer-facing, and service-oriented team.
• Coach and provide feedback to the team 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 for delivering excellent customer service.
• Drive partnership on the selling floor between sales associates, specialists, stock associates, and the operations team.
• Provide "in the moment" coaching after every transaction and client interaction, discussing successes and opportunities to ensure proper follow-through on actions.
• Develop and retain talented employees by recognizing 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 the General Manager, Store Manager, and Sales & Product teams to own Burberry Experience training within the store.
• Use morning and weekly meetings to reinforce key elements of the Burberry Experience through role-play, tips, and addressing individual associate challenges.
• Partner with store management to set goal expectations and deliver formal performance feedback through monthly Burberry Experience Development Plans.
• 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 interaction is not possible.
• Maintain a thorough understanding of company policies and procedures, consistently following and enforcing operational guidelines.
• 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.
• Previous experience with Apple mobile devices and comfort using 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.

Pay

Expected base salary for the role is between $27.00 and $28.00 per hour at the commencement of employment. Base salary is determined on an individualized basis and is part of a total compensation package that may include commission earnings, discretionary bonuses, short and long-term incentive packages, and company-sponsored benefit programs.