Service Lead

Department:  Retail

Palo Alto, California (US-CA), US


Founded in 1856, Burberry today remains quintessentially British, with outerwear at its core.  Digital luxury positioning and intensive focus on design innovation, quality and heritage icons ensure continued brand purity and relevance globally across genders and generations. Burberry believes that in order to be a great brand it must also be a great company and constantly leverages the energy of its compassionate and creative thinking culture to continually innovate and drive the brand forward. Headquartered in London, Burberry is a design, marketing and retail led business with a global reputation for innovative product design, digital marketing initiatives and dynamic retail strategies.


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.

  • 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.



  • In partnership with management team Service Leads are responsible for processing:
    • Cash sales
    • Returns
    • Issue/redemption of merchandise credits and gift cards
    • Promotional discounts
    • 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
  • 1-2 years preferred supervisory / sales lead experience.
  • 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
  • A minimum of 1-year luxury retail experience as a Sales Associate.

Job Segment: Retail Sales, ERP, Supply, SAP, Retail, Technology, Operations