Customer Service Lead

Overview

Burberry is an iconic British luxury house recognised for its heritage outerwear, contemporary ready-to-wear and digital-first approach to retail. As an employer it blends strong creative identity with commercial rigor, investing in employee development and sustainability while maintaining a client-centric, innovation-driven workplace.

Role & Responsibilities

• Supervise and motivate sales associates to deliver consistent, high-value client experiences and ensure every customer interaction reflects the Burberry brand standard.
• Provide real-time, in‑the‑moment coaching and post-transaction feedback to improve selling skills, close sales and drive KPIs.
• Manage customer flow on the selling floor to guarantee timely service and avoid unattended clients; set service pace and standards.
• Partner with store leadership to set and monitor sales goals, deliver formal performance feedback and implement monthly development plans.
• Lead by example by actively engaging with clients and stepping in to deliver the Burberry Experience when required.
• Coordinate with specialists, stock associates and operations to ensure seamless floor partnership and merchandising standards.
• Resolve escalated customer issues and escalate to management when appropriate.
• When store management is absent, authorise post-void transactions, promotional discounts and employee sales as required.
• Drive the in‑store digital experience, utilising Apple devices and digital resources to engage clients remotely when necessary.
• Support opening and closing procedures, POS operations and store security; enforce company policies and operational guidelines.

Qualifications

• 1–2 years of supervisory or management experience in retail sales.
• Advanced knowledge of point‑of‑sale (POS) systems with demonstrated cash-handling and transactional accuracy.
• Proficiency with Apple mobile devices and comfort using digital retail tools to support sales and client communication.
• Proven ability to coach, develop and motivate sales teams; track record of improving associate performance against KPIs.
• Strong customer‑service aptitude with the ability to resolve difficult client issues and maintain brand standards.

Skills

Experience

1–2 years previous supervisory or management experience in a retail sales environment, with demonstrated success in coaching teams and achieving sales KPIs.

Education

High school diploma or equivalent; additional retail management training preferred.

Benefits

May include commission earnings, discretionary bonuses, short- and long-term incentive packages, and company‑sponsored benefit programs.

Culture

The organisation combines British heritage craftsmanship with a contemporary, digital-first retail culture. Employees operate in a client-focused, creative environment that emphasises development, collaboration and a commitment to sustainable luxury.