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Department Manager

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Burberry

12d ago

  • Job
    Full-time
    Junior Level
  • Sales & Business Development
    Hospitality & Retail

AI generated summary

  • You need advanced POS knowledge, strong customer service skills, fluency in professional dialogue, experience with Apple devices, and 1-2 years in retail management.
  • You will coach sales associates, drive category sales, ensure excellent customer service, manage team performance, resolve issues, and uphold company standards while fostering a positive work environment.

Requirements

  • Advanced knowledge of POS system
  • Ability to handle complex customer service issues; (i.e. dissatisfied customers, complaints, returns, repairs & after-sales)
  • Able to use a fluent and professional dialogue with clients and staffs
  • Previous experience with Apple mobile devices and comfortable with the use of digital tools
  • 1-2 years previous supervisory or management experience in retail sales

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, team training on assigned category
  • Lead a high performing customer facing and service orientated team. Coach and provide feedback to the team as necessary to ensure all customers serviced in the store are given the full Burberry Experience in line with brand strategies
  • Manage the customer flow to ensure the best possible service and that no client is left unattended. Set the pace and standard to deliver excellent service to customers
  • Drive partnership on the selling floor between sales associates, specialists, stock and operations team
  • Coach “in the moment” and after every transaction and client interaction, reach out to associates to talk through the successes and opportunities and ensure proper follow-through on follow up actions
  • Working closely with the Store Manager to develop and retain talented employees, by recognising and rewarding performance through monthly development plans and annual performance reviews
  • Lead the integration of new joiners to the business
  • Lead by example 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. Use morning and weekly meetings to constantly reinforce key elements of the Burberry Experience through role-play, providing tips and talking through difficulties of individual associates
  • Resolve difficult customer issues and escalate to management when necessary
  • In absence of store management, responsible for processing post-void transactions, authorising promotional discounts and employee sales
  • Drive the digital experience in store and use digital resources to communicate whenever face-to-face is not possible
  • Hold a good understanding of the business and effectively communicate needs and ideas to bring the business to next level
  • Possess a thorough understanding of company policies and procedures and consistently follow and enforce company guidelines on operations
  • Create and maintain an open, positive and harmonious work environment
  • Assist with the opening and closing of store which includes securing doors, windows and merchandise, successful alarming of store and POS procedures
  • Additional duties as required

FAQs

What is the primary purpose of the Department Manager position at Burberry?

The primary purpose is to support the Store Manager in driving category performance while supervising the sales team to ensure exceptional customer experiences and achievement of sales goals.

What responsibilities does the Department Manager have regarding team performance?

The Department Manager is responsible for leading sales associates, improving their selling skills, coaching them in real-time, and driving sales for an assigned category while ensuring a high-performing and service-oriented team.

How does the Department Manager handle customer service issues?

The Department Manager is expected to resolve complex customer service issues and escalate them to management when necessary, ensuring all customers receive the full Burberry Experience.

What experience is required for the Department Manager position?

Candidates should have 1-2 years of previous supervisory or management experience in retail sales, along with advanced knowledge of POS systems and the ability to manage complex customer service situations.

How does the Department Manager contribute to employee development?

The Department Manager works closely with the Store Manager to develop and retain talented employees, recognizes and rewards performance through monthly development plans, and leads the integration of new team members into the business.

What are the measures of success for the Department Manager role?

Measures of success include monthly Burberry Experience evaluation scores, managing performance improvement and development of associates, and improvement in every KPI within the retail scorecard.

What is expected in terms of creating a work environment?

The Department Manager is expected to create and maintain an open, positive, and harmonious work environment for all team members.

What digital tools are Department Managers expected to be comfortable with?

Department Managers should have previous experience with Apple mobile devices and be comfortable using various digital tools to enhance the in-store experience.

Is there a specific focus on customer service in this role?

Yes, a strong focus on customer service is essential, and the Department Manager is responsible for ensuring that no client is left unattended and that all customers are provided with excellent service.

What is the role of the Department Manager in training staff?

The Department Manager partners with the Store Manager and Training to take ownership of Burberry Experience training within the store, using meetings to reinforce key elements through role-play and discussions.

Burberry

Fashion & Arts
Industry
10,001+
Employees
1856
Founded Year

Mission & Purpose

Born from innovation, Burberry is a global luxury brand with a rich British heritage. Founded in 1856, our brand is underpinned by our founder’s passion for the outdoors. Thomas Burberry invented the innovative rain-ready fabric gabardine to protect explorers from the elements. In doing so, he created the foundation for the iconic Burberry trench coat, which remains core to the business even today. Guided by our history of exploration and our shared belief that ‘creativity opens spaces’, our purpose is to unlock the power of imagination to push boundaries and open new possibilities for our people, our customers and our communities. As a values-driven brand, we are committed to creating the next generation of sustainable luxury and believe that diversity, equity and inclusion are essential to fulfilling our purpose. Fostering an inclusive culture where differences are valued and embraced enables us to be more creative, engaged and make a more meaningful contribution to the world around us.