Client Relations Team Leader (French, Italian or German Speaking) (London, , GB)

Burberry
London
Workplace: OnsiteFull timeFunction: Administration & Executive AssistanceSkills: ["Coaching","People leadership","Communication","Stakeholder management","Attention to detail","Commercial awareness","Resilience","Organization","Conflict resolution"]

Lead a team of Client Relationship Advisors to deliver personalized, concierge-style luxury service across client contact channels. Coach and develop advisors, manage escalations, and ensure service recovery for complex, high-profile cases. Drive proactive clienteling and relationship management to strengthen retention and commercial performance, partnering with Retail and commercial teams on connected client journeys. Improve operations using client feedback, NPS/CSAT, and operational metrics, while supporting continuous learning and technology/process adoption.

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Burberry
Burberry
16 hours ago

Client Relations Team Leader (French, Italian or German Speaking) (London, , GB)

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Source: Company careers pageValidated by: Fursa AI
Last checked: 16 hours agoStatus: Live

Job Summary

Lead a team of Client Relationship Advisors to deliver personalized, concierge-style luxury service across client contact channels. Coach and develop advisors, manage escalations, and ensure service recovery for complex, high-profile cases. Drive proactive clienteling and relationship management to strengthen retention and commercial performance, partnering with Retail and commercial teams on connected client journeys. Improve operations using client feedback, NPS/CSAT, and operational metrics, while supporting continuous learning and technology/process adoption.
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.
  • •Ensure world-class luxury service delivery and coach advisors on client preferences and memorable experiences.
  • •Act as escalation point for complex, high-profile, or sensitive client situations and manage service recovery.
  • •Drive proactive clienteling and relationship management to strengthen retention and commercial performance.
  • •Monitor operational metrics and use client feedback to identify improvements and support continuous learning.

Key Requirements

  • •Previous experience leading or supervising a customer service, client advisors, or 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 plus either French, German, or Italian preferred.
Experience:Luxury retailCustomer service
Skills:CoachingPeople leadershipCommunicationStakeholder managementAttention to detailCommercial awarenessResilienceOrganizationConflict resolution
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