Client Relations Team Leader (London, , GB)

Burberry
London
Workplace: OnsiteFull timeFunction: Administration & Executive AssistanceSkills: ["Coaching","People leadership","Stakeholder management","Communication","Attention to detail"]

Lead a team of Client Relationship Advisors to deliver concierge-style luxury service and build meaningful client relationships. Coach and develop advisors, manage escalations, and strengthen retention through personalised clienteling. Partner with retail and commercial teams to create connected client journeys, monitor service quality and case performance, and use client feedback and KPIs to drive continuous improvement and operational excellence.

Loading

Loading job details...

Preparing the role view and application actions.

FursaFursa
Burberry
Burberry
2 days ago

Client Relations Team Leader (London, , GB)

✓ Verified Job

Canonical indexed version, validated from employer's careers page.

Source: Company careers pageValidated by: Fursa AI
Last checked: 7 hours agoStatus: Live

Job Summary

Lead a team of Client Relationship Advisors to deliver concierge-style luxury service and build meaningful client relationships. Coach and develop advisors, manage escalations, and strengthen retention through personalised clienteling. Partner with retail and commercial teams to create connected client journeys, monitor service quality and case performance, and use client feedback and KPIs to drive continuous improvement and operational excellence.
Location: London
Workplace: Onsite
Employment Type: Full time
Job Function: Administration & Executive Assistance
Seniority: Manager level

Key Responsibilities

  • •Lead, motivate, and develop a team of Client Relationship Advisors through coaching, one-to-ones, and performance reviews.
  • •Ensure world-class luxury client experience across contact channels, coaching advisors to personalize interactions and recover service when needed.
  • •Manage complex, high-profile client complaints and escalations, partnering with internal stakeholders to resolve issues.
  • •Drive proactive clienteling and relationship management to support client retention, loyalty, and commercial performance.
  • •Oversee operational excellence by monitoring service levels and case quality, identifying trends, and supporting process and technology improvements.

Key Requirements

  • •Previous experience leading or supervising customer service, client advisors, or a luxury retail team.
  • •Strong coaching and people leadership skills to develop talent and drive performance.
  • •Proven experience handling complex complaints and escalated client situations.
  • •Strong commercial awareness to balance service excellence with business objectives.
  • •Fluency in English; French, German or Italian preferred.
Experience:Luxury retail
Skills:CoachingPeople leadershipStakeholder managementCommunicationAttention to detail
Languages:EnglishFrenchGermanItalian

Company Brief

Burberry
British luxury fashion house designing and selling ready-to-wear, accessories, fragrances, and leather goods. Known for its trench coats, distinctive check pattern, and global retail presence across wholesale, e-commerce, and owned stores.
Industry: Luxury Goods
Company Size: Enterprise (1,001+ employees)
Revenue: USD 1B+
Growth: Public Company
Valuation: Public Company (Market Cap in USD)
Funding: IPO / Publicly Listed
Headquarters: London, United Kingdom
Founded: 1856
WebsiteLinkedIn