Service Lead (Troy, Michigan (US-MI), US)

Burberry
United States
Workplace: OnsiteFull timeFunction: Administration & Executive AssistanceSkills: ["Coaching","Performance management","Customer service","Problem-solving"]

Supervise daily sales-floor operations to ensure exceptional customer experiences that drive sales goals. Coach and provide real-time performance feedback to sales associates, manage customer flow to avoid unattended clients, and lead a high-performing service-oriented team. Partner with store leadership and operations teams to reinforce the Burberry Experience through meetings and role-play, resolve escalated customer issues, and support opening/closing and POS-related tasks in the store.

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Burberry
Burberry
1 day ago

Service Lead (Troy, Michigan (US-MI), US)

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Source: Company careers pageValidated by: Fursa AI
Last checked: 2 hours agoStatus: Live

Job Summary

Supervise daily sales-floor operations to ensure exceptional customer experiences that drive sales goals. Coach and provide real-time performance feedback to sales associates, manage customer flow to avoid unattended clients, and lead a high-performing service-oriented team. Partner with store leadership and operations teams to reinforce the Burberry Experience through meetings and role-play, resolve escalated customer issues, and support opening/closing and POS-related tasks in the store.
Location: United States
Workplace: Onsite
Employment Type: Full time
Job Function: Administration & Executive Assistance
Seniority: Manager level

Key Responsibilities

  • •Supervise sales associates on the selling floor to deliver the Burberry Experience and act as a “quality control” supervisor for customer interactions.
  • •Coach associates in the moment and after transactions, improving selling skills and supporting achievement of sales goals and KPIs.
  • •Lead customer flow and ensure no client is left unattended, setting service pace and standards.
  • •Drive in-store partnership between sales associates, specialists, stock associates, and operations; reinforce training with role-play and meetings.
  • •Resolve difficult customer issues, escalate to management as needed, and support store opening/closing and POS-related tasks when store management is absent.

Key Requirements

  • •Advanced knowledge of a POS system.
  • •Comfortable using digital tools, including Apple mobile devices.
  • •1–2 years of supervisory or management experience in retail sales.
  • •Ability to supervise, assist, and motivate sales associates to deliver high-value customer experiences.
  • •Strong understanding of company policies and procedures to enforce operational guidelines.
Experience:Retail sales
Skills:CoachingPerformance managementCustomer serviceProblem-solving
Tech Stack:POSApple mobile devices

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