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Team Manager - LHR Airport

Hounslow, United Kingdom
Closing date
4 Mar 2024

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Customer Service

Job Details

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 as a company 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.

Job Purpose:

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 TM is a dynamic and inspiring leader who has a strong retail background and relationship building skills both with the team and the clients. The Team Manager is responsible for ensuring the team demonstrated exceptional service culture and client experience, representing the brand as a Burberry Ambassador by promoting its values.


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 as well as KPIs, reporting current business trends, as well as competitor performance, to ensure further business growth
  • Build and nurture familiarity with the local external environment; customers, personal shoppers, competitors, local events, third parties and talent
  • Lead a high preforming customer facing and service orientated team, setting performance targets and driving productivity
  • Be a role model to the rest of the team in offering an excellent client experience, demonstrating passion for product, styling and ultimately selling
  • Be engaged in constantly 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
  • Have excellent product knowledge and guarantee consistent standards across the store team
  • Take accountability and ownership of all commercial training are executed
  • Ensure all of your 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 for the Brand and leverage your team to achieve the highest quality of customer profile capture
  • Drive the use of digital assets quality of customer profile capture
  • Continue to develop and pro-actively retain talented employees, by recognising and rewarding performance through recurrent development plans and annual performance reviews
  • Identify competencies gap and knowledge to develop in the staff
  • Create and implement action plans, build development plans for all employees in accordance with store management
  • Be involved in attracting, nurturing and retaining a high preforming team
  • Be involved in creating a positive and energetic working environment with perfect synergy between teamwork and healthy competition
  • P articipate or, if requested, lead daily store meetings to communicate current business trends, relevant updates and motivate people

BOH Standards
  • Oversee the shop floor in order to smooth operations and ease the collaboration with the BOH team
  • Ensure coordination of FOH an BOH activities according to the guidelines providing by the store management to meet the expected qualitative and quantitative results
  • Oversee the processing of incoming and outbound merchandise requests, shipments, logs of alterations, transfers, outside repairs, consignment
  • Ensure store compliance with company policy procedures
  • Comply with the merchandising guidelines and ensure the highest standards of housekeeping and retail standards are maintained within the store
  • Have visibility of store expenses, and maintenance of the store operating budget, while aiming to reduce overall cost
  • Have sound Health and Safety knowledge

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, you will have exposure working towards 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, ability to be flexible and adapt to change
  • Genuine interest and love for fashion and styling paired with excellent product knowledge
  • Advanced knowledge of POS, store systems and comfortable using digital tools

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


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Learn more about this company

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