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About the Role
Deliver an elevated luxury client experience that is highly personalized, seamless, and memorable by building trusted, long-term client relationships through understanding individual preferences, anticipating needs, and providing tailored advice and proactive support.
Responsibilities
- Deliver world-class luxury service across phone, email, live chat, social platforms and other approved digital channels.
- Create a warm, polished, and highly personalized experience using client preferences and purchase history.
- Provide concierge-style service by anticipating needs and coordinating support across the business.
- Demonstrate empathy, emotional intelligence, discretion, and sound judgment.
- Represent Burberry as a trusted brand ambassador.
- Build, develop, and manage a portfolio of clients, maintaining regular contact.
- Take full ownership of client cases from first contact through to resolution.
- Resolve enquiries and complaints with accuracy, empathy, and appropriate urgency.
- Handle escalated or complex cases confidently, collaborating with internal partners.
- Use specialist aftercare knowledge and sound judgment to identify appropriate solutions.
- Recognize potential risks and escalate promptly.
- Develop and maintain expert knowledge of Burberry products, collections, craftsmanship, services, and aftercare.
- Use client discovery and product expertise to provide relevant styling guidance and product recommendations.
- Identify appropriate opportunities to support sales and client development.
- Contribute to agreed customer experience, quality, case management, productivity, and sales objectives.
- Complete all administration accurately and promptly.
- Work collaboratively with colleagues and cross-functional partners.
- Share knowledge, trends, and client feedback with the wider team.
- Contribute to the efficient running of the department and achievement of service-level commitments.
- Operate in accordance with Burberry policies, processes, and company procedures.
Requirements
- Previous experience delivering elevated services, client relations, customer service, or a comparable client-facing environment.
- A genuine passion for luxury, fashion, product, and creating exceptional client experiences.
- Natural relationship-builder with the confidence to manage and develop a portfolio of clients through personalized, proactive contact.
- Excellent written and verbal communication, with the ability to convey warmth, polish, and clarity across different channels.
- Strong problem-solving capability, resilience, and confidence when managing complex complaints or emotionally sensitive situations.
- Commercially aware, with the ability to recognize relevant opportunities while always putting the client relationship first.
- Highly organized, accurate, and able to manage several priorities and client cases at the same time.
- Fluency in English plus German is required.
Skills
- Luxury service delivery
- Client relationship management
- Customer service
- Personalized client experience
- Concierge service
- Empathy
- Emotional intelligence
- Discretion
- Judgment
- Brand ambassadorship
- Client portfolio management
- Case management
- Problem-solving
- Resilience
- Commercial awareness
- Organization
- Accuracy
- Product expertise
- Styling guidance
- Sales support
- Communication (written and verbal)
- Fluency in English
- Fluency in German
About the Company
- Founded in 1856 by Thomas Burberry, Burberry is a global luxury brand with a distinctly British attitude.
- We are a global business with an extensive network of both owned and franchised stores across EMEIA, Asia Pacific and Americas.
- We are digital pioneers, and innovative technology underpins every aspect of our business, from product design to distribution and marketing.
- We believe that modern luxury means being socially and environmentally responsible; this mindset is core to our business and key to our long-term success.