Burberry Team Manager - Regent Street Flagship Store in London

At Burberry, we believe 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. This is the core belief that has guided Burberry since it was founded in 1856 and is central to how we operate today. We aim to provide an environment for creative minds from different backgrounds to thrive, bringing a wide range of skills and experiences to everything we do. As a purposeful, values-driven brand, we are committed to being a force for good in the world as well, creating the next generation of sustainable luxury for customers, driving industry change and championing our communities.

In the role of a Team Manager, through your passion for the brand and product you will lead your team to deliver exceptional service and will be responsible for maximizing store performance in order to achieve targets and goals in all departments and product categories. Working on the shop floor, the Team Manager is a dynamic and inspiring leader who has a strong retail background and relationship-building skills with both the team and clients. The Team Manager is responsible for ensuring the team demonstrates exceptional service culture and client experience, representing the brand as a Burberry Ambassador by promoting its values.

Responsibilities

• Sales Performance & KPIs: Partnership with store management to enhance sales performance, consistently achieve goals and identify strategies to ensure performance standards are exceeded.
• Analyse store performance and KPIs, reporting current business trends, as well as competitor performance, to ensure further business growth.
• Lead and support all activities to achieve store objectives.
• Build and nurture familiarity with the local external environment; customers, personal shoppers, competitors, local events, third parties and talent.
• Lead a high-performing customer-facing and service-oriented team, setting performance targets and driving productivity.
• Be the brand ambassador and serve as a specialist for all product categories by exhibiting passion for the Burberry brand and strong product knowledge.
• Perform with high integrity in company compliance.

Client Management:

• Be a role model to the rest of the team in offering an excellent client experience, demonstrating passion for product, styling and selling.
• Be engaged in developing long-term relationships with top clients.
• Demonstrate leadership by playing an active role on the shop floor through client engagement and promoting brand awareness.
• Monitor CRM database reporting to assist in the execution of company CRM initiatives.
• Capture meaningful client data to build actions and develop opportunities.
• Manage and drive eloquent and relevant client outreach.

Team Development:

• Have excellent product knowledge and guarantee consistent standards across the store team.
• Ensure all training materials are cascaded to the teams and used to drive key pillars of the strategy.
• Take accountability for all commercial training being executed.
• Lead the team to drive the customer journey and leverage the guest experience program as an indicator.
• Ensure team members have sound product knowledge and are aware of company policies and procedures, coaching them and providing feedback.
• Cultivate customer relationships to create loyal advocates and leverage the team to achieve high-quality customer profile capture.
• Drive the use of digital assets and quality of customer profile capture.
• Develop and retain talented employees through development plans and annual performance reviews.
• Identify competencies gaps and develop staff accordingly.
• Create and implement action plans and development plans for all employees in accordance with store management.
• Be involved in attracting, nurturing and retaining a high-performing team.
• Create a positive and energetic working environment with synergy between teamwork and healthy competition.
• Participate in or lead daily store meetings to communicate trends, updates and motivate people.

Personal Profile:

• Previous experience in the role in Luxury Retail driving a department's sales and profitability while maintaining exceptional customer service standards.
• Commercial awareness and exposure to sales-related KPIs.
• In-depth understanding of clients' expectations and what a luxury service entails.
• Ability to demonstrate excellent leadership and people management skills.
• Strong interpersonal and communications skills, flexible and adaptable to change.
• Genuine interest and love for fashion and styling with excellent product knowledge.
• Organised, able to prioritise and solve problems while working at pace.
• Advanced knowledge of POS, store systems and comfortable using digital tools.

Measures of Success:

• Oversee the shop floor to ensure smooth operations and collaboration with the BOH team.
• Coordinate FOH and BOH activities according to store guidelines to meet qualitative and quantitative targets.
• Oversee processing of merchandise requests, shipments, logs of alterations, transfers, outside repairs, and consignments.
• Ensure store compliance with company policy procedures.
• Comply with merchandising guidelines and maintain high standards of housekeeping and retail standards.
• Manage store expenses and the operating budget while aiming to reduce overall costs.
• Maintain sound Health and Safety knowledge.

Burberry is an Equal Opportunities Employer and recruits purely on the basis of skills and experience.