Service Lead

Location BostonMassachusettsUSA
Type Other
Seniority Supervisor
Posted ✦ Today
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Burberry — Service Lead in Boston, MA. Lead the sales floor and coach associates to deliver the Burberry Experience; hourly role with commission potential.

Overview

Burberry is a British luxury house renowned for its trench coats and iconic check, combining heritage craftsmanship with modern innovation. The brand emphasises creativity, digital innovation and sustainability, and positions itself as a values-driven employer that develops talent across retail and corporate functions.

Role & Responsibilities

  • Supervise and motivate sales associates on the selling floor to consistently deliver the Burberry Experience and achieve sales KPIs.
  • Provide real-time, in-the-moment coaching and post-transaction feedback to develop selling skills and improve conversion.
  • Manage customer flow to ensure premium service standards and that no client is left unattended.
  • Partner with store management to set goal expectations, deliver formal performance feedback and implement monthly development plans.
  • Authorise post-void transactions, promotional discounts and employee sales in the absence of store management.
  • Drive in-store digital selling by using Apple mobile devices and other digital resources to engage clients when face-to-face contact is not possible.
  • Resolve escalated customer issues and liaise with management as required.
  • Support opening and closing procedures, POS operations and enforcement of company policies and loss-prevention guidelines.

Qualifications

  • Advanced knowledge of POS systems and retail transaction workflows.
  • Familiarity and comfort using Apple mobile devices and in-store digital sales tools.
  • 1–2 years supervisory or management experience in retail sales, preferably within a luxury or premium environment.
  • Demonstrated ability to coach, develop and retain retail talent and to drive measurable KPI improvement.
  • Strong interpersonal and communication skills with a customer-centric approach.

Skills

POS system Apple mobile devices Digital resources / in-store digital selling tools Coaching and performance management KPI management and retail scorecard literacy Customer service and complaint resolution Transaction authorisation and post-void processing

Experience

Minimum 1–2 years of supervisory retail experience, with a track record of leading a customer-facing team, delivering sales targets and using digital tools to support client engagement. Prior experience in luxury or premium retail is preferred.

Education

High school diploma or equivalent required; post-secondary education in business, retail management or a related field is preferred but not mandatory.

Benefits

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

Culture

Burberry blends British heritage with a progressive, creative culture that prioritises innovation and sustainability. The retail environment emphasises collaborative teamwork, continuous development and a customer-first mindset distinctive to luxury brand service standards.