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Team Manager

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Burberry

2mo ago

  • Job
    Full-time
    Junior Level
  • Customer Relations
    Sales & Business Development
  • Berlin

AI generated summary

  • You must have advanced POS knowledge, handle complex customer issues, communicate fluently, be experienced with Apple devices, and have 1-2 years of retail supervisory experience.
  • You will lead and coach sales associates, drive sales, ensure exceptional customer service, manage store operations, and support team development while maintaining 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 Team Manager position at Burberry?

The primary purpose of the Team Manager position is to support the Store Manager in driving category performance and supervising the sales team to ensure great customer experiences, while achieving sales goals and providing performance coaching.

What are the key responsibilities of a Team Manager?

The key responsibilities of a Team Manager include leading sales associates to improve selling skills, driving sales for assigned categories, managing customer flow, coaching team members, addressing customer issues, and ensuring the delivery of the Burberry Experience.

What qualifications are required for this position?

Qualifications for the Team Manager position include advanced knowledge of POS systems, the ability to handle complex customer service issues, strong communication skills, prior experience with Apple mobile devices, and 1-2 years of supervisory or management experience in retail sales.

How do we evaluate the performance of the Team Manager?

The performance of the Team Manager is evaluated based on the monthly Burberry Experience evaluation score, managing the performance improvement and development of associates, and improvement in KPIs within the retail scorecard.

What type of team culture does Burberry promote?

Burberry promotes a positive, open, and harmonious work environment that allows creative minds from different backgrounds to thrive and encourages teamwork and collaboration across different roles.

Is prior retail experience necessary for this role?

Yes, 1-2 years of previous supervisory or management experience in retail sales is necessary for the Team Manager role.

What should a Team Manager do in case of difficult customer issues?

In case of difficult customer issues, the Team Manager should resolve them directly or escalate them to management when necessary.

How important is digital proficiency for the Team Manager role?

Digital proficiency is important for the Team Manager role, as candidates should be comfortable using digital tools and be able to drive the digital experience in the store.

Does Burberry provide training for new employees?

Yes, the Team Manager is responsible for leading the integration of new joiners and ensuring they receive the necessary training on the Burberry Experience.

What is Burberry’s stance on equal opportunities in hiring?

Burberry is an Equal Opportunities Employer and treats all applications equally, recruiting purely on the basis of skills and experience.

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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.

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