Operations Manager

About the Role The role provides daily floor supervision of the sales team to ensure exceptional customer experiences, drive sales toward goals, and deliver the Burberry Experience in every client interaction. What You'll Do

• Supervise, assist and motivate sales associates to deliver high-value experiences on the selling floor; act as a quality control supervisor ensuring every customer interaction is memorable.
• Partner with associates to improve selling skills and close sales to achieve sales goals and KPIs.
• Lead a high-performing, customer-facing and service-oriented team; coach and provide feedback to ensure every customer is served in line with the Burberry Experience.
• Manage customer flow to ensure the best service and that no client is left unattended; set the pace and standard for excellent service.
• Drive collaboration on the selling floor between sales associates, specialists, stock associates and the operations team.
• Coach in the moment and after every transaction; follow up with associates on successes and opportunities.
• Develop and retain talent through monthly development plans and annual performance reviews.
• Lead by example by delivering the Burberry Experience; partner with GM, SM and S&P to take ownership of Burberry Experience training; reinforce key elements through morning/weekly meetings and role-play.
• Partner with store management to set goal expectations; deliver formal performance feedback with development plans.
• Resolve difficult customer issues and escalate to management when necessary.
• In the absence of store management, process post-void transactions, authorize promotional discounts, and employee sales.
• Drive the digital experience in-store and use digital resources when face-to-face is not possible.
• Maintain a strong understanding of the business and communicate needs to elevate the business; follow company policies and procedures.
• Assist with opening/closing of the store, securing doors, windows and merchandise, and successful alarm of the store and POS procedures.
• Additional duties as required. What We're Looking For
• Advanced knowledge of POS systems.
• Previous experience with Apple mobile devices and comfortable using digital tools.
• 1-2 years of supervisory or management experience in retail sales.