Service Lead

About the role

Daily floor supervision of the sales team ensuring great customer experiences and thereby driving sales goal attainment. 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 that every customer interaction 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-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 to deliver excellent service to customers.
• Drive partnership on the selling floor between sales associates, specialists, stock associates, and the operations team.
• Coach “in the moment” and after every transaction and client interaction, discussing successes and opportunities to ensure proper follow-through on follow-up 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 take ownership of Burberry Experience training within the store.
• Use morning and weekly meetings to reinforce key elements of the Burberry Experience through role-play, providing tips, and discussing individual associate challenges.
• 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 the absence of store management, responsible for processing post-void transactions, authorizing promotional discounts, and 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 company guidelines on operations.
• Assist with the opening and closing of 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 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: Las Vegas, Nevada, USA