Service Lead
Burberry•Las Vegas, NV
•Onsite
About The Position
The Service Lead supervises the sales team on the retail floor, delivering strong customer experiences, supporting sales goal attainment, and providing real-time performance coaching. The role leads a customer-facing, service-oriented team and helps ensure each customer receives the Burberry Experience in line with brand strategies. The Service Lead also supports store operations, develops associates, promotes digital experiences, and communicates business needs and ideas.
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 each customer interaction is memorable.
- Partner with associates to improve selling skills, close sales, and achieve sales goals and KPIs.
- Lead and coach the customer-facing team, providing feedback to support delivery of the Burberry Experience and brand strategies.
- Manage customer flow so clients receive attentive service, and set the pace and standard for excellent service.
- Promote partnership among sales associates, specialists, stock associates, and the operations team on the selling floor.
- Provide in-the-moment coaching and discuss successes and opportunities after transactions and client interactions, ensuring follow-up actions are completed.
- Develop and retain employees by recognising and rewarding performance through 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 oversee Burberry Experience training in the store, using meetings, role-play, tips, and discussion of individual associates’ challenges to reinforce key elements.
- Partner with store management to set goal expectations and deliver 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 authorise 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.
- Maintain a good understanding of 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 completing POS procedures.
- Perform additional duties as required.
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What This Job Offers
Job Type
Full-time
Career Level
Manager
Education Level
No Education Listed
