Service Lead

Overview

Burberry is a British luxury fashion house renowned for its heritage outerwear, signature check and commitment to craftsmanship. As an employer, Burberry positions itself at the intersection of creativity and commerce, investing in employee development, digital innovation and sustainability initiatives while maintaining a client-focused retail network worldwide.

Role & Responsibilities

• Supervise and motivate the sales floor team to consistently deliver high-value, brand-aligned customer experiences; act as a quality-control leader for every client interaction.
• Coach associates in real time and through structured feedback to improve selling skills, conversion and achievement of sales KPIs.
• Manage customer flow and service standards to ensure every client receives uninterrupted attention and the full Burberry Experience.
• Foster collaboration between sales associates, specialists, stock and operations teams to maximise store performance.
• Own Burberry Experience training initiatives within the store, reinforcing core behaviours through role-play, morning briefings and weekly meetings.
• Provide formal performance feedback and contribute to development plans and annual reviews in partnership with store management.
• Resolve complex customer issues and escalate to senior management when required; deputise for store management where authorized (post-voids, promotional discounts, employee sales).
• Drive the in-store digital experience, utilising mobile devices and digital resources to support sales and client communication.
• Support store opening/closing procedures and ensure adherence to company policies, loss prevention and POS protocols.

Qualifications

• 1–2 years supervisory or first-line management experience in retail sales.
• Advanced knowledge of point-of-sale (POS) systems with the ability to authorise transactions and follow POS procedures.
• Proven competence using Apple mobile devices and digital sales tools to support client engagement.
• Demonstrable coaching ability with experience delivering on-the-floor, in-the-moment feedback and formal development conversations.
• Strong client service orientation, problem-solving skills and ability to lead by example under peak retail conditions.

Skills

Experience

Minimum 1–2 years of supervisory or management experience within a retail environment, preferably in luxury or premium fashion, with a track record of coaching teams and meeting sales targets.

Education

High school diploma or equivalent; post-secondary study in business, retail management or fashion is an asset.

Culture

The retail environment emphasises heritage craftsmanship, elevated client service and creative expression. Employees are expected to deliver a luxurious client experience while participating in a collaborative, performance-driven culture that values sustainability and digital innovation.