Future Long Island Service Lead Opportunities

At Burberry, we believe creativity opens 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. This is the core belief that has guided Burberry since it was founded in 1856 and is central to how we operate as a company today.   

We aim to provide an environment for creative minds from different backgrounds to thrive, bringing a wide range of skills and experiences to everything we do. As a purposeful, values-driven brand, we are committed to being a force for good in the world as well, creating the next generation of sustainable luxury for customers, driving industry change and championing our communities.

PURPOSE 

Driving sales targets through supervising key activities in line with our Burberry behaviors and service expectations. Supporting store management to ensure great customer experiences through on the spot coaching, driving sales performance, opening/closing and POS processes.

RESPONSIBILITIES 

•    Driving sales targets and key KPI’s through the leading of sales and non-sales activities as directed by the store management team.
•    Coach, assist and motivate sales associates to ensure a luxury client experience supporting Burberry client journey, communicate product knowledge and improve overall selling techniques to achieve objectives.
•    Lead by example, set the pace and standard to deliver excellent service to customers. Setting the bar in customer loyalty and all aspects of the Client Journey.
•    Supervising customer flow to ensure the best possible service.
•    Coach “in the moment” and post client interaction to talk through the successes and opportunities and ensure proper follow-through on follow up actions.
•    Partner with store management to support Burberry client journey training within the store. Use morning and weekly briefings to constantly reinforce key elements of the client journey through role-play, providing tips and talking through difficulties of individual associates.
•    Partner with store management to support behaviour and objective expectations. Provide feedback to management team on individual performance. 
•    Support the delivery of formal performance feedback in partnership with store management through monthly development plans.
•    Resolve difficult customer issues and escalate to management when necessary. 
•    Possess a thorough understanding of company policies and procedures and consistently follow and enforce company guidelines on operations.
•    Drive the digital experience in store and use digital resources to communicate whenever face-to-face is not possible
•    Assist with the opening and closing of store which includes securing doors, windows and merchandise, successful alarming of store and POS procedures. 
•    Responsible and accountable of store keys.
•    Ensure appropriate levels of supply in cashier stations at all times and all customer documentation accounted for and filed according to compliance standards
•    Additional duties as required.

POS PROCEDURES
•    In partnership with management team Service Leads are responsible for processing:
o    Cash sales
o    Returns
o    Issue/redemption of merchandise credits and gift cards
o    Promotional discounts 
o    Other POS transactions as needed
•    Employee sales in absence of store management
•    Ensure appropriate levels of supply in cashier stations at all times and all customer documentation accounted for and filed according to compliance standards

MEASURES OF SUCCESS 
•    Sales targets 
•    Financial Targets: store score card results
•    Representation of Burberry brand behaviors and client journey expectations
•    Performance in the Burberry Experience Evaluations 
•    Client retention expectations

CONNECTING WITH OTHERS 
•    Store management - Provide timely performance feedback
•    Sales associates - Develop skills and coach in the moment
•    Service & Productivity - Provide timely Burberry Experience feedback 

QUALIFICATION AND SKILLS
•    Ability to demonstrate excellent leadership, results driven and flexible to change
•    Proven ability to drive and maintain exceptional customer service standards.
•    Strong clienteling skills 
•    Technical proficiency with SAP, MS applications and Apple products
    EXPERIENCE 
•    A minimum of 1-year luxury retail experience as a Sales Associate.
•    1-2 years preferred supervisory / sales lead experience.

BEHAVIOURS
•    Burberry Behaviors:  Put customers first, be bold and open to new ideas, be one team, be accountable and responsible.
•    Strong Communication skills 
•    Positive approach and willing to learn
•    Flexible schedule to meet the needs of the business

•    Expected base salary for the role will generally be between $27.00 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.