INTRODUCTION
Born from innovation, Burberry is a global luxury brand with a rich British heritage.
Founded in 1856, our brand is underpinned by our founder's passion for the outdoors. Thomas Burberry invented the innovative rain-ready fabric gabardine to protect explorers from the elements. In doing so, he created the foundation for the iconic Burberry trench coat, which remains core to the business even today.
Guided by our history of exploration and our shared belief that 'creativity open spaces', our purpose is to unlock the power of imagination to push boundaries and open new possibilities for our people, our customers and our communities.
As a values-driven brand, we are committed to creating the next generation of sustainable luxury and believe that diversity, equity and inclusion are essential to fulfilling our purpose. Fostering an inclusive culture where differences are valued and embraced enables us to be more creative, engaged and make a more meaningful contribution to the world around us.
To discover more about our brand values, visit
Purpose
Supporting the Store Manager you will have the opportunity to drive performance & culture in a dynamic team ensuring client experience is at the heart of the business. Cultivate and nurture a positive and genuine working environment in an iconic Heritage Luxury Brand.
Responsibilities
* Lead a high performing customer facing and service orientated team. Coach and provide feedback to the team as necessary to ensure all customers serviced in the store are given the full Burberry Experience in line with brand strategies
* Lead by example, cultivating your own client book to support the store with sales and client events
* Manage the customer flow to ensure the best possible service and that no client is left unattended. Set the pace and standard to deliver excellent service to customers
* Drive partnership on the selling floor between sales associates, specialists, stock and operations team
* Coach "in the moment" and after every transaction and client interaction, reach out to associates to talk through the successes and opportunities and ensure proper follow-through on follow up actions
* Working closely with the Store Manager to develop and retain talented employees, by recognising and rewarding performance through monthly development plans and annual performance reviews
* Lead the integration of new joiners to the business
* Lead by example by delivering the Burberry Experience to customers when necessary
* Resolve difficult customer issues and escalate to management when necessary.
* Hold an excellent understanding of the business management and effectively communicate needs and ideas to aid in developing the business to the next level
* Create and maintain an open, positive and harmonious work environment
* Additional duties as required.
Qualifications
* Advanced knowledge of POS and/ or retail systems
* Ability to handle complex customer service issues; (i.e. dissatisfied customers, complaints, returns, repairs & after-sales)
* Able to use a fluent and professional dialogue with clients and staff
* 2-3 years' experience and/ or Tertiary Qualification in Business Managment, Accounting, Financial Analysis & Business Reporting
* Previous experience with Apple mobile devices and comfortable with the use of digital tools & apps
* Strong Skills in Microsoft Office. Strong Skills in Excel preferred.
* 3-4 years previous supervisory or senior management experience in retail or luxury sales is crucial