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Department Manager

2 months ago

Bicester, Oxfordshire, United Kingdom Burberry Limited Full time
About the Role

We are seeking a highly skilled and experienced Department Manager to join our team at Burberry Limited. As a key member of our sales team, you will be responsible for driving sales performance and delivering exceptional customer experiences.

Key Responsibilities
  • Lead Sales Associates: Coach and develop the skills of our sales associates to improve overall selling skills and close sales, ensuring we achieve our sales goals and key performance indicators (KPIs).
  • Drive Sales Performance: Work closely with the Store Manager to drive sales for assigned categories, including partnering on sell-through and team training.
  • Customer Experience: Lead a high-performing customer-facing team, providing coaching and feedback to ensure all customers receive the full Burberry Experience, aligned with our brand strategies.
  • Team Management: Manage the customer flow to ensure excellent service, set the pace and standard for delivering exceptional customer experiences, and drive partnership between sales associates, specialists, stock, and operations teams.
  • Development and Retention: Work closely with the Store Manager to develop and retain talented employees, recognizing and rewarding performance through monthly development plans and annual performance reviews.
  • Integration and Training: Lead the integration of new joiners to the business and partner with Store Manager and Training to take ownership of Burberry Experience training within the store.
  • Customer Issues: Resolve difficult customer issues and escalate to management when necessary.
  • Store Operations: In the absence of store management, process post-void transactions, authorize 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: Consistently follow and enforce company guidelines on operations.
  • Work Environment: Create and maintain an open, positive, and harmonious work environment.
  • 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.
Requirements
  • Advanced Knowledge: Advanced knowledge of POS systems.
  • Customer Service: Ability to handle complex customer service issues, including dissatisfied customers, complaints, returns, repairs, and after-sales.
  • Communication: Fluent and professional dialogue with clients and staff.
  • Technical Skills: Previous experience with Apple mobile devices and comfortable with the use of digital tools.
  • Leadership Experience: 1-2 years of supervisory or management experience in retail sales.
Measures of Success
  • Burberry Experience Evaluation Score: Monthly evaluation score.
  • Associate Development: Managing performance improvement and development of associates.
  • KPI Improvement: Improvement in every KPI within the retail scorecard.