Service Lead

Overview

Burberry is a British luxury fashion house renowned for its heritage craftsmanship, iconic outerwear and contemporary innovation. The brand operates globally with a focus on premium retail experiences, digital integration and sustainability initiatives.

Role & Responsibilities

• Supervise, motivate and coach sales associates on the selling floor to ensure consistently exceptional client experiences and achievement of sales KPIs.
• Deliver real-time, transaction-level coaching and conduct follow-up development conversations to reinforce selling behaviours and service standards.
• Manage customer flow and service levels to ensure no client is left unattended and that the Burberry Experience standard is met.
• Partner with store management to set goal expectations, deliver formal performance feedback and execute monthly Burberry Experience Development Plans.
• Resolve escalated customer issues, authorize post-void transactions and promotional discounts in the absence of store management.
• Drive collaboration across sales associates, specialists, stock and operations teams to optimise the in-store client journey.
• Champion digital engagement in-store, using Apple mobile devices and other digital resources to serve clients when face-to-face interaction is not possible.
• Support opening and closing procedures, including securing merchandise and point-of-sale processes, and perform additional duties as required.

Qualifications

• 1–2 years supervisory or management experience in retail sales.
• Advanced knowledge of point-of-sale (POS) systems.
• Proven ability to coach retail staff and manage team performance.
• Comfortable using Apple mobile devices and other in-store digital tools.

Skills

Experience

Minimum 1–2 years of prior supervisory or management experience in a retail environment, with demonstrable track record of coaching sales teams and meeting retail KPIs.

Benefits

Commission earnings; discretionary bonuses; short- and long-term incentive packages; Company-sponsored benefit programs

Culture

Burberry cultivates a creative, values-driven workplace that emphasizes imagination, craftsmanship and sustainable luxury. The retail environment prioritizes exceptional customer service, continuous learning and collaborative team development.