Customer Experience Director

15 hours ago

London, Greater London, United Kingdom Burberry Full time

Responsibilities

  • Lead sales associates to improve overall selling skills and close sales in order to achieve sales goals and KPIs.
  • Work to drive sales for an assigned category, including partnering with the Store Manager on sell-through and team training on assigned category.
  • Lead a high-performing customer-facing and service-oriented team, coaching and providing feedback to team members as necessary to ensure all customers serviced in the store receive the full Burberry Experience in line with brand strategies.
  • Manage customer flow to ensure the best possible service and that no client is left unattended, setting the pace and standard to deliver excellent service to customers.
  • Drive partnership on the selling floor between sales associates, specialists, stock, and operations teams.
  • Counsel 'in the moment' and after every transaction and client interaction, reaching out to associates to discuss successes and opportunities and ensuring proper follow-through on follow-up actions.
  • Collaborate closely with the Store Manager to develop and retain talented employees by recognizing and rewarding performance through monthly development plans and annual performance reviews.
  • Lead the integration of new joiners to the business.
  • Model the desired behavior by delivering the Burberry Experience to customers when necessary.
  • Partner with Store Manager and Training to take ownership of Burberry Experience training within the store, using morning and weekly meetings to constantly reinforce key elements of the Burberry Experience through role-play, providing tips, and discussing difficulties faced by individual associates.
  • Resolve difficult customer issues and escalate to management when necessary.
  • In the absence of store management, responsible for processing post-void transactions, authorizing promotional discounts, and employee sales.
  • Drive the digital experience in-store and utilize digital resources to communicate whenever face-to-face interactions are not possible.
  • Possess a thorough understanding of the business and effectively communicate needs and ideas to elevate the business to the next level.
  • Maintain a good understanding of company policies and procedures, consistently following and enforcing company guidelines on operations.
  • Create and maintain an open, positive, and harmonious work environment.
  • Assist with opening and closing the store, including securing doors, windows, and merchandise, successfully alarming the store, and performing POS procedures.
  • Able to engage in fluent and professional dialogue with clients and staff.
  • Familiarity with Apple mobile devices and comfortable with the use of digital tools.
  • 3-5 years of previous supervisory or management experience in retail sales.

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