About this role
About the Role As a Burberry Experience Supervisor in our Chicago Retail Offline team, you will lead daily floor operations to deliver exceptional Burberry Experiences, coach the sales team in real-time, and drive sales performance. This role combines hands-on customer service leadership with a focus on developing talent and upholding brand standards.
What You'll Do
- Supervise, assist and motivate sales associates to deliver high-value customer experiences and act as quality control to ensure every interaction is memorable.
- Lead a high-performing, customer-facing service-oriented team. Coach and provide feedback to ensure all customers serviced in the store receive the full Burberry Experience in line with brand strategies.
- Manage customer flow to deliver the best service and ensure no client is left unattended. Set the pace and standard for excellent service on the selling floor.
- Drive partnership on the selling floor between sales associates, specialists, stock associates and the operations team. Coach in the moment and after every transaction, following up on actions.
- Develop and retain talented employees by recognizing and rewarding performance through monthly development plans and annual performance reviews.
- Lead by example by delivering the Burberry Experience when necessary. Partner with GM, SM and S&P to own Burberry Experience training within the store.
- Use morning and weekly meetings to reinforce key elements of the Burberry Experience through role-play, tips, and addressing challenges of individual associates.
- Partner with store management to set goal expectations. Deliver formal performance feedback in partnership with store management via monthly Burberry Experience Development Plans.
- Resolve difficult customer issues and escalate to management when necessary.
- In the absence of store management, be responsible for processing post-void transactions, authorising promotional discounts and employee sales.
- Drive the digital experience in-store and use digital resources to communicate when face-to-face is not possible.
- Hold a good understanding of the business and effectively communicate needs and ideas to elevate the business. Ensure compliance with company policies and procedures.
- Assist with opening and closing of the store, including securing doors, windows and merchandise, and proper alarm of the store and POS procedures.
- Additional duties as required. You are trained on data up to October 2023.