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Retail Service Manager

2 months ago

Wrentham, Massachusetts, United States Burberry Full time
INTRODUCTION

At Burberry, we believe that creativity opens doors to new possibilities. Our mission is to harness the power of imagination to push boundaries and create opportunities for our employees, customers, and communities. This guiding principle has been at the heart of Burberry since its inception in 1856 and remains central to our operations today.

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

JOB PURPOSE

The primary responsibility of this role is to oversee the daily operations of the sales team, ensuring exceptional customer experiences that drive sales performance and providing real-time coaching to enhance the overall Burberry Experience.

RESPONSIBILITIES
  • Oversee, support, and inspire sales associates to consistently deliver high-quality experiences on the sales floor, ensuring that every customer interaction is memorable.
  • Collaborate with team members to enhance overall selling capabilities and achieve sales targets and key performance indicators (KPIs).
  • Lead a customer-focused and service-oriented team, offering coaching and feedback to ensure that all customers receive the full Burberry Experience in alignment with brand strategies.
  • Manage customer flow to guarantee optimal service levels, ensuring that no client is left unattended and setting the standard for excellent 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 with associates.
  • Develop and retain talented team members by recognizing and rewarding performance through monthly development plans and annual reviews.
  • Lead by example by delivering the Burberry Experience to customers when necessary.
  • Collaborate with store management to take ownership of Burberry Experience training within the store, utilizing meetings to reinforce key elements through role-play and discussions.
  • Work with management to establish performance expectations and deliver formal feedback through monthly development plans.
  • Address challenging customer issues and escalate to management when required.
  • In the absence of store management, handle post-void transactions, authorize promotional discounts, and manage employee sales.
  • Enhance the in-store digital experience and utilize digital tools for communication when face-to-face interaction is not feasible.
  • Maintain a strong understanding of the business and effectively communicate needs and ideas to elevate operations.
  • Possess a comprehensive understanding of company policies and procedures, consistently adhering to and enforcing operational guidelines.
  • Assist with store opening and closing procedures, including securing premises and ensuring proper alarm protocols.
  • Perform additional duties as required.
PERSONAL PROFILE
  • Advanced proficiency with POS systems.
  • Prior experience with Apple mobile devices and comfort with digital tools.
  • 1-2 years of supervisory or management experience in retail sales.
MEASURES OF SUCCESS
  • Monthly evaluation scores for the Burberry Experience.
  • Management of performance improvement and development of team members.
  • Enhancements in all KPIs within the retail scorecard.
FOOTER

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