Department Manager

Overview

Burberry is a British luxury house renowned for its outerwear, leather goods and ready-to-wear, with a global retail network spanning flagship stores, concessions and outlets. The brand combines a strong heritage aesthetic with a modern digital-first approach and an emphasis on sustainability and responsible business practices.

Role & Responsibilities

• Support the Store Manager in driving category performance and achieving sales targets through hands-on leadership of the sales team.
• Coach sales associates in real time and after client interactions to improve selling skills, close sales and increase conversion and average transaction value.
• Own the customer experience on the selling floor: manage customer flow, ensure attentive service and model Burberry behaviours by example.
• Deliver on category sell-through plans, partner with the Store Manager on assortments and training specific to assigned categories.
• Lead recruitment, onboarding and integration of new joiners; develop and retain talent via monthly development plans and performance reviews.
• Resolve complex customer service issues (complaints, returns, repairs, after-sales) and escalate when required.
• Authorize post-void transactions, promotional discounts and employee sales in the absence of store management.
• Drive the in-store digital experience, leveraging Apple mobile devices and other digital resources to engage clients and support omnichannel activity.
• Enforce company policies and operational procedures, assist with store opening/closing and maintain a positive, collaborative workplace environment.

Qualifications

• 1–2 years supervisory or management experience in retail sales, preferably in luxury or premium retail environments.
• Advanced knowledge of POS systems and transactional procedures.
• Proven ability to handle complex customer service situations, including complaints, returns and after-sales care.
• Strong interpersonal and verbal communication skills with a professional approach to client dialogue.
• Comfortable using Apple mobile devices and digital sales tools to support client interactions and store processes.

Skills

Experience

Minimum 1–2 years of supervisory or management experience in retail sales, with demonstrable success coaching teams, meeting sales KPIs and managing customer service escalations; experience in luxury retail and outlet environments is advantageous.

Education

Secondary education required; tertiary qualification in business, retail management, fashion or a related discipline preferred.

Culture

Burberry combines a storied British heritage with a progressive, digitally driven culture. The workplace prioritizes exceptional client service, continuous training and talent development while integrating sustainability and inclusivity into everyday operations.