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About the Role

You will be responsible for leading a team of Client Relationship Advisors, coaching, developing, and inspiring them to build meaningful client relationships, provide concierge-style service, manage escalations, and enhance client retention and commercial performance. You will also act as the escalation point for complex client situations, partnering with internal stakeholders to deliver exceptional outcomes and foster a high-performing, client-focused culture that reflects Burberry's luxury service standards.

Responsibilities

Lead, motivate, and develop a team of Client Relationship Advisors.
Create an engaging, inclusive, and high-performing team culture aligned with Burberry values.
Conduct regular one-to-ones, coaching sessions, and performance reviews.
Set clear objectives and development plans to support colleagues in achieving their full potential.
Identify capability gaps and implement coaching, training, and development initiatives.
Support recruitment, onboarding, and succession planning activities.
Foster collaboration, accountability, and knowledge sharing across the team.
Promote colleague wellbeing and engagement through regular communication and support.
Ensure the consistent delivery of world-class luxury service across all client contact channels.
Embed a highly personalized and relationship-led approach across the team.
Coach advisors to understand client preferences, anticipate needs, and create memorable experiences.
Review client interactions regularly to ensure quality, consistency, and adherence to luxury service standards.
Act as the escalation point for complex, high-profile, or sensitive client situations.
Drive service recovery initiatives that strengthen client trust, retention, and loyalty.
Champion a concierge-style service approach that exceeds client expectations.
Drive a culture of proactive clienteling and relationship management.
Ensure advisors effectively develop and manage their client portfolios through meaningful and personalized outreach.
Monitor and support client engagement activities, appointment generation, and client development opportunities.
Partner with Retail and commercial teams to deliver connected client journeys and maximize client value.
Manage day-to-day team operations, ensuring adequate resource allocation and service coverage.
Monitor productivity, service levels, case volumes, and quality measures.
Ensure cases and client contacts are managed efficiently, accurately, and within agreed standards.
Identify trends, recurring issues, and opportunities for continuous improvement.
Support the implementation of new technology, processes, and ways of working.
Take ownership of the most complex client complaints and escalations.
Ensure appropriate escalation and governance procedures are followed.
Build strong relationships with internal stakeholders to support efficient issue resolution and continuous service improvement.
Use client feedback, complaints, NPS results, CSAT, and operational metrics to identify improvement opportunities.
Share insights and recommendations that enhance both client experience and business performance.
Lead team huddles and knowledge-sharing sessions.
Support the adoption of best practices and continuous learning across the Client Advisors teams.
Champion innovation and simplification initiatives that improve the experience for both clients and colleagues.

Requirements

Previous experience leading or supervising a customer service, client advisors, or luxury retail team.
Strong coaching and people leadership skills with the ability to develop talent and drive performance.
Proven experience handling complex complaints and escalated client situations.
Strong commercial awareness with the ability to balance service excellence and business objectives.
Excellent written and verbal communication skills.
Highly organized with strong attention to detail.
Confident stakeholder manager with the ability to influence across multiple business functions.
Resilient, adaptable, and comfortable working in a fast-paced environment.

Skills

Coaching
People leadership
Client relationship management
Luxury service standards
Commercial awareness
Written communication
Verbal communication
Organization
Attention to detail
Stakeholder management
Influencing
Resilience
Adaptability
French
German
Italian

Location

London

Work Type

Full-time

Experience Level

Management

About the Company

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.
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, creating the next generation of sustainable luxury for customers, driving industry change, and championing our communities.

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.