Service Lead

Burberry•Paramus, NJ

11d•Onsite

About The Position

The Service Lead supervises the sales team on the store floor, ensuring excellent customer experiences, sales goal attainment, and real-time performance coaching. The role leads a high-performing, customer-facing team and reinforces the Burberry Experience through coaching, training, performance feedback, and example-setting. The Service Lead also supports store operations, customer issue resolution, digital experiences, and the effective application of company policies and procedures.

Requirements

Advanced knowledge of a POS system.
Previous experience with Apple mobile devices and comfort using digital tools.
1–2 years of previous supervisory or management experience in retail sales.

Responsibilities

Supervise, assist, and motivate sales associates to deliver high-value customer experiences and ensure memorable customer interactions.
Partner with associates to improve selling skills, close sales, and achieve sales goals and KPIs.
Lead a high-performing, service-oriented team; coach and provide feedback to ensure the Burberry Experience is delivered in line with brand strategies.
Manage customer flow so clients receive timely service and none are left unattended.
Promote collaboration on the selling floor among sales associates, specialists, stock associates, and the operations team.
Coach associates during and after client interactions, discuss successes and opportunities, and ensure follow-up actions are completed.
Develop and retain employees through recognition, monthly development plans, and annual performance reviews.
Lead by example by delivering the Burberry Experience to customers when needed.
Partner with the GM, SM, and S&P on store training, using meetings and role-play to reinforce the Burberry Experience.
Partner with store management to set performance expectations and provide formal feedback through monthly Burberry Experience Development Plans.
Resolve difficult customer issues and escalate them to management when necessary.
In the absence of store management, process post-void transactions and authorize promotional discounts and employee sales.
Drive the in-store digital experience and use digital resources to communicate when face-to-face communication is not possible.
Understand the business and communicate needs and ideas to help advance it.
Understand, follow, and enforce company policies, procedures, and operational guidelines.
Assist with store opening and closing, including securing doors, windows, and merchandise, setting the store alarm, and completing POS procedures.
Perform additional duties as required.