Senior Client Advisor

INTRODUCTION

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

The Senior Client Advisor builds relationships with Burberry’s new and existing clients, delivering a personalised and elevated experience with commercial success.

Reporting to the store management, the Senior Client advisor will inspire our clients by conveying passion for the brand, fashion and luxury products.

As an expert in client engagement and service, the client advisor demonstrates a high level of knowledge in styling and selling.

RESPONSIBILITIES

SERVICE AND SALES

Meet and exceed individual and store sales and other commercial KPIs

Through storytelling and passion for the brand, inspire our clients creating desire and love for Burberry with every client interaction

Provide a luxury service and demonstrate knowledge and expertise in product, fashion and styling

Support the Store Manager in dealing with customers complaints, when needed

Follow the Client journey to elevate the Client experience in the store: Ensure a great initial impression; discover your client, be a product and styling expert and close the sale to maintain the relationship with the client.

Be efficient in following-up and delivering after-sales services to our clients

Contribute to the daily operations of the store, by maintaining high luxury standards in both front and back of house, including appropriate level of product and replenishment, support with inventory management, markdowns and stockroom maintenance when required

Follow company policies, guidelines, and procedures. Use visual techniques to maintain visual standards according to Burberry guidelines

Support and coach Client Advisors in clientelling, service skills and building relationship top clients

Foster team work and a positive work climate

CLIENT ENGAGEMENT

Build meaningful relationships with Clients

Maintain relationship with existing top client and build a portfolio of new top clients

Work by appointment to provide a personalised service and build relationships with our clients to promote loyalty and incremental purchases.

Capture new luxury clients to grow the individual and store client book with a commercial objective mindset

Drive retention of clients ensuring volume and spend by contacting them regularly and ensuring the appropriate follow up on sales or clients requests

PERSONAL PROFILE

A proven track record in delivering sales and exceeding targets

Previous experience in Clientelling

A strong interest in fashion, art and culture

Strong product knowledge and good understanding of store retail operations

Understanding of competitor products

Experience in working as part of a team

Fluent in local language; English proficiency is desirable

Other language knowledge is desirable

Demonstrates Confidence, Curiosity, Conviction, and Care

Enjoys being part of a team

Energetic, Pro-active and self-motivated

Detail-oriented and creative with a passion for selling

Assertive with impeccable presentation and communication skills when dealing with clients and colleagues at all levels

Results driven and commercial mindset

Flexible, collaborative and adaptable approach to work

MEASURES OF SUCCESS

Individual sales performance and KPI’s (Appointments, UPT, ATV & AUR)

Service targets (Guest Experience, Net promoter score)

New client acquisition (conversion and retention)

Top clients portfolio

Number of appointments held on a monthly basis

FOOTER

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