About this role
Job title: Store Manager
About the Role Supporting the Store Manager to drive category performance and deliver the Burberry Experience to customers in a high-profile Sydney store. This role combines leadership of a sales team with hands-on coaching and collaboration with Store Manager and Training to elevate customer service and sales results.
What You'll Do
- Lead sales associates to improve selling skills and close sales to achieve sales goals and KPIs.
- Drive sales for an assigned category, partner with the Store Manager on sell-through, and train the team on the category.
- Lead a high performing, customer-facing and service-oriented team; coach and provide feedback to ensure the Burberry Experience is delivered.
- Manage customer flow and service standards so no client is left unattended; set the pace for excellent service.
- Drive partnerships on the selling floor between sales associates, specialists, stock and operations; supervise in-the-moment coaching and post-transaction follow-ups.
- Work with the Store Manager to develop and retain talent through monthly development plans and annual performance reviews.
- Lead the integration of new joiners and deliver Burberry Experience training; reinforce through morning/weekly meetings with role-play.
- Resolve difficult customer issues and escalate to management when necessary; in absence of store management, handle post-void transactions and promotions.
- Drive the digital experience in store and use digital resources to communicate when face-to-face is not possible.
- Maintain an open, positive work environment and assist with opening/closing, securing doors/windows, successful alarming of store and POS procedures.
What We're Looking For
- Advanced knowledge of POS system.
- Ability to handle complex customer service issues (e.g., dissatisfied customers, complaints, returns, repairs & after-sales).
- Able to use a fluent and professional dialogue with clients and staff.
- Previous experience with Apple mobile devices and comfortable with the use of digital tools.
- 1-2 years of previous supervisory or management experience in retail sales.
Nice to Have
- Experience delivering Burberry Experience training or similar customer service training.