Service Lead

Burberry•Las Vegas, NV

5d•Onsite

About The Position

The Service Lead supervises the sales floor each day, helping the sales team deliver excellent customer experiences and achieve sales goals. The role provides real-time coaching and helps ensure the overall Burberry Experience is delivered consistently. The Service Lead also supports store operations, develops associates, and partners with store management and other teams to improve business performance.

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, memorable customer experiences.
Partner with associates to improve selling skills, close sales, and achieve sales goals and KPIs.
Lead a high-performing, customer-facing, service-oriented team.
Coach and provide feedback to ensure customers receive the Burberry Experience in line with brand strategies.
Manage customer flow so clients receive timely service and are not left unattended.
Set the pace and service standards on the selling floor.
Encourage partnership among sales associates, specialists, stock associates, and the operations team.
Coach associates in the moment and after client interactions; discuss successes and opportunities and ensure follow-up actions are completed.
Develop and retain talented 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 to own Burberry Experience training in the store.
Use morning and weekly meetings to reinforce the Burberry Experience through role-play, tips, and discussion of associates’ challenges.
Partner with store management to set goal expectations and provide formal performance 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, arming the store, and following POS procedures.
Perform additional duties as required.