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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 judgement.
- 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 to identify the most appropriate solution.
- Recognise 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.
- Excellent written and verbal communication skills.
- Strong problem-solving capability, resilience and confidence when managing complex complaints or emotionally sensitive situations.
- Commercially aware, with the ability to recognise relevant opportunities while always putting the client relationship first.
- Highly organised, accurate and able to manage several priorities and client cases at the same time.
- Fluency in English plus Italian is required.
Skills
- Luxury service delivery
- Client relationship management
- Customer service
- Personalized client experience
- Concierge services
- Empathy
- Emotional intelligence
- Discretion
- Sound judgement
- Brand ambassadorship
- Client portfolio management
- Case management
- Problem-solving
- Product expertise
- Styling guidance
- Sales support
- Communication (written and verbal)
- Collaboration
- Administration
- Attention to detail
Location
- London
Work Type
- Full-time
Experience Level
- Previous experience delivering elevated services, client relations, customer service or a comparable client-facing environment.
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.
Equal Opportunity
- Burberry is an Equal Opportunities Employer and as such, treats all applications equally and recruits purely on the basis of skills and experience.