Department Lead

3 settimane fa

Italia Burberry A tempo pieno

Job Overview


Supporting Store Manager to Drive Category Performance


The Department Manager plays a vital role in driving category performance by supervising the sales team to ensure great customer experiences. This involves driving sales goal attainment and providing real-time performance coaching to drive the overall Burberry Experience and Burberry Behaviours.


Key Responsibilities



  • Lead sales associates to improve overall selling skills and close sales to achieve sales goals and KPIs.
  • Drive sales for an assigned category, including partnering with the Store Manager on sell-through and team training.
  • Lead a high-performing customer-facing and service-oriented team.
  • Coach and provide feedback to the team to ensure all customers serviced in the store receive the full Burberry Experience in line with brand strategies.
  • Manage 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 teams.
  • 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.
  • Work closely with the Store Manager to develop and retain talented employees, 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.
  • Partner with Store Manager and Training to take ownership of Burberry Experience training within the store.
  • Use morning and weekly meetings to constantly reinforce key elements of the Burberry Experience through role-play, providing tips, and talking through difficulties of individual associates.
  • Resolve difficult customer issues and escalate to management when necessary.
  • In the absence of store management, responsible for processing post-void transactions, authorising promotional discounts, and employee sales.
  • Drive the digital experience in store and use digital resources to communicate whenever face-to-face is not possible.
  • Hold a good understanding of the business and effectively communicate needs and ideas to bring the business to the next level.
  • Possess a thorough understanding of company policies and procedures and consistently follow and enforce company guidelines on operations.
  • Create and maintain an open, positive, and harmonious work environment.
  • Assist with the opening and closing of the store, including securing doors, windows, and merchandise, successful alarming of the store, and POS procedures.

Personal Profile


The ideal candidate will have:



  • Advanced knowledge of POS systems.
  • Ability to handle complex customer service issues (i.e. dissatisfied customers, complaints, returns, repairs, and after-sales).
  • Able to use a fluent and professional dialogue with clients and staff.
  • Previous experience with Apple mobile devices and comfortable with the use of digital tools.
  • 1-2 years previous supervisory or management experience in retail sales.

Measures of Success


The Department Manager will be measured on:



  • Monthly Burberry Experience evaluation score.
  • Managing performance improvement and development of associates.
  • Improvement in every KPI within the retail scorecard.

Burberry is an Equal Opportunities Employer

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