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Retail Service Supervisor

2 months ago

Wrentham, Massachusetts, United States Burberry Full time
INTRODUCTION

At Burberry, we embrace the power of creativity to inspire and innovate. Our mission is to harness imagination to expand horizons and create new opportunities for our team, our clientele, and our communities. This guiding principle has been at the heart of Burberry since its inception in 1856 and continues to shape our operations today.

We strive to cultivate an environment where creative individuals from diverse backgrounds can flourish, contributing a rich array of skills and experiences to our endeavors. As a brand driven by purpose and values, we are dedicated to being a positive force in the world, pioneering the next generation of sustainable luxury, influencing industry standards, and supporting our communities.

JOB PURPOSE

Oversee daily operations of the sales team, ensuring exceptional customer interactions that drive sales performance while providing immediate coaching to enhance the overall Burberry Experience.

RESPONSIBILITIES
  • Guide, support, and inspire sales associates to consistently provide high-quality experiences on the sales floor, ensuring every customer interaction is remarkable.
  • Collaborate with team members to enhance selling techniques and achieve sales targets and key performance indicators.
  • Lead a customer-focused and service-oriented team, offering coaching and feedback to ensure all customers receive the complete Burberry Experience aligned with brand strategies.
  • Manage customer flow to guarantee optimal service, ensuring no client is overlooked. Establish the pace and standards for delivering outstanding service.
  • Foster collaboration on the sales floor among sales associates, specialists, stock associates, and the operations team.
  • Provide immediate coaching and feedback after each transaction and customer interaction, discussing successes and areas for improvement to ensure follow-through on action items.
  • Develop and retain talented team members by recognizing and rewarding performance through regular development plans and performance evaluations.
  • Set an example by delivering the Burberry Experience to customers when required.
  • Collaborate with management to take ownership of Burberry Experience training within the store, utilizing meetings to reinforce key elements through role-play and discussions on individual challenges.
  • Work with store management to establish performance expectations and deliver formal feedback through development plans.
  • Address challenging customer issues and escalate to management as needed.
  • In the absence of store management, handle post-void transactions, authorize promotional discounts, and manage employee sales.
  • Enhance the digital experience in-store and utilize digital tools for communication when face-to-face interaction is not feasible.
  • Maintain a solid understanding of the business and effectively communicate needs and ideas to elevate operations.
  • Possess comprehensive knowledge of company policies and procedures, consistently adhering to and enforcing operational guidelines.
  • Assist with store opening and closing procedures, including securing premises and ensuring compliance with alarm and POS protocols.
  • Perform additional duties as required.
PERSONAL PROFILE
  • Proficient in POS systems.
  • Experience with Apple mobile devices and comfortable using digital tools.
  • 1-2 years of supervisory or management experience in retail sales.
MEASURES OF SUCCESS
  • Monthly evaluation scores of the Burberry Experience.
  • Management of performance improvement and development of team members.
  • Enhancement of all KPIs within the retail scorecard.
FOOTER

Burberry is an Equal Opportunities Employer, treating all applications with fairness and recruiting solely based on skills and experience.