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Customer Operations Coordinator - Retail

London, United Kingdom
Closing date
18 Apr 2024

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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.


Burberry is looking for an exceptional Customer Operations Coordinator to join the Strategy and Commercial Operations team in the Supply Chain function. In this role you will follow the life cycle of retail contracts from order entry to delivery of products to Burberry stores and being an expert in their Product category (WW, MW, ACC, CHW).

The customer operation team is responsible for optimising the availability of products to Burberry stores and wholesale customers by leveraging its unique position within Supply Chain to connect Central and Regional functions.

We take pride in creating an open and collaborative environment where everyone enjoys each other's company in an atmosphere that fosters trust, integrity and empathy.


Account Management:
  • You will be responsible and managing a Product Category (WW, MW, ACC, CHW) and building relationships with the internal stakeholders in Merchandising, Allocation, Planning teams (MAP) in cooperation with the Supervisor
  • Raise orders accurately during Market for Merchandising team, place Out of Market orders and carry out order amendments (additions/cancellations)
  • Raise orders for replenishment and store openings/events/VIC clients, raise Hub to Hub orders to re-balance stock, support regional requests from Asia/US teams
  • Attend meetings, manage communication via emails, phone calls and face to face
  • Provide daily activity reports using SAP/BI report as needed by the business, leadership or MAP team
  • Work with Order Management to fast track/pull forward key styles
  • Coordinate workload/deadline driven tasks with the other team members and follow up on emails
  • Work closely with the Supervisor, escalate issues when required, and cover when on annual leave
  • Review/improve processes in the department to work as efficiently as possible

Hub Teams/Transportation:
  • Monitor order to shipment flow to ensure timely shipping and coordinate with hub, work closely with transportation team
  • Work with the Hub to monitor store returns/QC release key styles

Order Management:
  • Participate in communication of shortages, vendor delays and re-timings etc to the region/customers

This role requires frequent communication (written and verbal) with Burberry Retail internal stakeholders and involves teamwork and partnership with many teams within our organisation. You will be working in a fast-paced & deadline driven environment, performing various tasks to support on time and accurate fulfilment of the Burberry products. Being the go-to person for specialists when they have queries & delegating tasks and ensuring they are being completed on time, also training, and supporting new starters when they join.


We are looking for:
  • An analytical thinker and a problem solver
  • Excellent organizational skills with the ability to multitask & prioritize effectively to ensure all tasks are followed through & completed in a timely manner
  • Sense of urgency and an ability to deal swiftly with changing business & customer needs
  • Passionate with delighting customers and possess commercial awareness
  • Excellent communication skills that fosters trust and confidence with internal and external stakeholders
  • A team player with a can-do attitude and a self-motivated individual with the ability to work independently when required
  • Receptive to new ideas and processes and develops innovative approaches to solve problems and achieve goals
  • Confident and assertive and have the initiative to go above and beyond in everything you do demonstrating an innate willingness to learn and pursue self-development.


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

Posting Notes: United Kingdom || Not Applicable || London || SC CENTRAL OPERATIONS || CUSTOMER OPERATIONS || n/a ||


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