Supervisor - Customer Experience
7 days ago
Burberry Limited is seeking a highly skilled and experienced Supervisor to join our team. As a Supervisor, you will be responsible for leading a team of sales associates to deliver exceptional customer experiences and drive sales growth.
Key Responsibilities- Customer Experience: Supervise and motivate sales associates to consistently deliver high-value experiences to every customer, ensuring that every interaction is memorable and exceeds customer expectations.
- Sales Performance: Partner with associates to improve overall selling skills and close sales to achieve sales goals and key performance indicators (KPIs).
- Team Leadership: Lead a high-performing customer-facing team, coaching and providing feedback to ensure all customers are serviced in line with brand strategies.
- Customer Flow Management: Manage customer flow to ensure the best possible service and that no client is left unattended, setting the pace and standard for excellent service.
- Partnership and Collaboration: Drive partnership on the selling floor between sales associates, specialists, stock associates, and operations teams.
- Coaching and Development: Coach associates in the moment and after every transaction, providing feedback and ensuring proper follow-through on follow-up actions.
- Employee Development: Develop and retain talented employees by recognizing and rewarding performance through monthly development plans and annual performance reviews.
- Leadership by Example: Lead by example by delivering the Burberry Experience to customers when necessary.
- Training and Development: Partner with General Manager, Store Manager, and Sales and Partnership teams to take ownership of Burberry Experience training within the store, using morning and weekly meetings to reinforce key elements of the Burberry Experience.
- Performance Management: Partner with store management to set goal expectations, delivering formal performance feedback through monthly Burberry Experience Development Plans.
- Customer Issues Resolution: Resolve difficult customer issues and escalate to management when necessary.
- Store Operations: In the absence of store management, responsible for processing post-void transactions, authorizing promotional discounts, and employee sales.
- Digital Experience: Drive the digital experience in-store and use digital resources to communicate with customers when face-to-face is not possible.
- Business Acumen: Possess a thorough understanding of the business and effectively communicate needs and ideas to drive business growth.
- Company Policies and Procedures: Consistently follow and enforce company guidelines on operations.
- Additional Duties: Assist with the opening and closing of the store, including securing doors, windows, and merchandise, and successful alarming of the store and POS procedures.
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