Job description

Purpose  

As a Service Lead you will play a pivotal role in delivering the iconic Burberry experience. Your mission is to lead and inspire a dynamic sales team, ensuring every client interaction reflects our brand values of creativity, heritage, and exceptional service. You will oversee daily floor operations, coach in real time, and drive performance to achieve sales goals and KPIs. By fostering a culture of collaboration and excellence, you will empower your team to create memorable experiences that build lasting client relationships and elevate store performance. 

Responsibilities  

• Champion a culture of excellence by leading, mentoring, and energizing sales associates to consistently deliver unforgettable, high-value experiences on the selling floor. Be the guardian of quality, ensuring every client interaction is exceptional and memorable. 

  
  

• Collaborate closely with associates to sharpen selling techniques, boost confidence, and drive conversion—achieving and exceeding sales goals and KPIs. 

  
  

• Lead a passionate, customer-centric team that embodies the spirit of service. Provide real-time coaching and constructive feedback to ensure every client receives the full Burberry Experience, aligned with brand values and strategy. 

  
  

• Orchestrate seamless customer flow, setting the rhythm and standard for outstanding service. Ensure no client is ever left unattended and every moment in-store is impactful. 

  
  

• Foster strong partnerships across the floor—connecting sales associates, specialists, stock teams, and operations to create a unified, high-performing environment. 

  
  

• Deliver “in-the-moment” coaching after every transaction, celebrating wins and identifying growth opportunities. Ensure follow-through on actions that elevate performance. 

  
  

• Cultivate and retain top talent by recognizing achievements and driving development through monthly growth plans and annual reviews. 

  
  

• Lead by example—step into client interactions when needed to personally deliver the Burberry Experience. 

  
  

• Partner with leadership to own and champion Burberry Experience training. Use daily huddles and weekly meetings to reinforce key principles through role-play, tips, and open dialogue. 

  
  

• Collaborate with store management to set clear goals and deliver impactful performance feedback through structured development plans. 

  
  

• Resolve complex customer concerns with empathy and professionalism, escalating when necessary to ensure resolution. 

  
  

• In the absence of store management, take ownership of key operational tasks including post-void transactions, promotional authorizations, and employee sales. 

  
  

• Drive the digital experience in-store, leveraging technology to maintain seamless communication and service when face-to-face isn’t possible. 

  
  

• Maintain a strong grasp of business performance and proactively share insights and ideas to elevate results. 

  
  

• Uphold and enforce company policies and procedures with consistency and integrity. 

  
  

• Support store opening and closing procedures, ensuring security and operational excellence. 

  
  

• Embrace additional responsibilities with agility and a solutions-focused mindset. 

  
  

Measures of success  

• Monthly Burberry Experience evaluation score 

  
  

• Managing performance improvement and development of associates 

  
  

• Improvement in every KPI within the retail scorecard 

  
  

KNOWLEDGE AND EXPERIENCE 

Core Attributes 

• Strive for excellence in performance and client interactions. 

  
  

• Show genuine passion for the brand and products. 

  
  

• Be authentic and bring your individuality to work. 

  
  

• Demonstrate creativity in selling through personalised, innovative approaches. 

  
  

• Maintain strong product knowledge and stay engaged in training. 

  
  

Experience & Skills 

• Proven track record in exceeding sales targets. 

  
  

• Experience in clientelling and building personalised client relationships. 

  
  

• Strong understanding of retail operations and competitor products. 

  
  

• Excellent oral and written communication with a friendly, authentic tone. 

  
  

• Ability to thrive in a fast-paced, team-oriented environment. 

  
  

Requirements 

• Minimum 2 years in a client-centric role. 

  
  

• Fluent in the local language; English proficiency desirable. 

  
  

• Additional language skills are a plus. 

  
  

• Interest in fashion, art, and culture. 

  
  

VALUES  

• Open & Caring: Act with inclusivity and integrity, with an open mindset to encourage diverse perspectives, courage and authenticity while ensuring all voices are heard  

  
  

• Creatively Driven: Bringing passion, drive and excellence in all aspects of your work, committing to our mission of driving better outcomes for Burberry, our clients and our communities.   

  
  

• Forward Thinking: Striving for constant improvement, taking risks to challenge the status quo with accountability for all actions and outcomes  

  
  

• Proud of our Heritage: Thinking, acting and behaving in service for our purpose to continue Thomas Burberry’s legacy with an understanding of who we are, where we come from and where we are going  

  
  

Expected base salary for the role will generally be between $26.50 and $27.50 per hour at the commencement of employment. However, base salary if hired will be determined on an individualized basis and is only part of the total compensation package, which, depending on the position, may also include commission earnings, discretionary bonuses, short and long-term incentive packages, and Company-sponsored benefit programs.

This position is at-will and the Company reserves the right to modify base salary (as well as any other discretionary payment or compensation program) at any time, including for reasons related to individual performance, Company or individual department/team performance, and market factors.

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