Service Lead

Burberry•Paramus, NJ

9d•Onsite

About The Position

The Service Lead supervises the sales team on the floor, ensuring excellent customer experiences and supporting sales goal attainment through real-time performance coaching. The role leads a customer-facing, service-oriented team and helps deliver the Burberry Experience in line with brand strategies. It also supports store operations, employee development, customer issue resolution, and the use of digital tools in the store.

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 memorable interactions.
Partner with associates to improve selling skills, close sales, and achieve sales goals and KPIs.
Lead a high-performing, customer-facing, service-oriented team and coach employees to deliver the Burberry Experience.
Manage customer flow so clients receive service and are not left unattended; set a strong pace and service standard.
Promote collaboration on the selling floor among sales associates, specialists, stock associates, and operations staff.
Provide coaching during and after customer 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.
Deliver the Burberry Experience to customers by example when needed.
Partner with the GM, SM, and S&P on store training, reinforcing key elements through meetings, role-play, tips, and discussion of challenges.
Partner with store management to set performance goals 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 alarm, and following POS procedures.
Perform additional duties as required.