Founded in 1856 by Thomas Burberry, Burberry is a global luxury brand with a distinctly British attitude. We are a global business with an extensive network of both owned and franchised stores across EMEIA, Asia Pacific and Americas. We are digital pioneers, and innovative technology underpins every aspect of our business, from product design to distribution and marketing. We believe that modern luxury means being socially and environmentally responsible; this mindset is core to our business and key to our long-term success.

Job Purpose

Through your passion for the Burberry brand, culture and product, combined with specialist product knowledge, you will deliver an elevated luxury client experience that is highly personalised, seamless and memorable.

You will build trusted, long-term client relationships by understanding individual preferences, anticipating needs and providing tailored advice and proactive support across every interaction. You will take ownership of customer contacts and escalations, delivering thoughtful solutions that strengthen client loyalty, enhance commercial opportunities and reflect Burberry's luxury service standards.

Key Responsibilities

Luxury Client Experience

Deliver world-class luxury service across phone, email, live chat, social platforms and other approved digital channels, adapting your style of communication to the individual client and situation
Create a warm, polished and highly personalised experience, using client preferences, purchase history and previous interactions to tailor recommendations and solutions
Provide a concierge-style service to selected clients by anticipating needs, coordinating support across the business and creating seamless, memorable moments
Demonstrate empathy, emotional intelligence, discretion and sound judgement – particularly when supporting high-value clients and handling sensitive matters
Represent Burberry as a trusted brand ambassador, bringing the brand's values, heritage and service standards to life in every interaction

Client Relationships and Personalised Service

Build, develop and manage a portfolio of clients, maintaining regular contact to support retention, engagement and long-term loyalty
Understand each client's lifestyle, preferences, needs and personal moments, using these insights to deliver meaningful outreach, recommendations and follow-up aligning to both client profiles and/or broader Burberry campaign moments

Service, Case Management and Aftercare

Take full ownership of client cases from first contact through to resolution, providing clear updates and ensuring no client is left without follow-up
Resolve enquiries and complaints with accuracy, empathy and appropriate urgency
Handle escalated or complex cases confidently, collaborating with internal partners as required
Use specialist aftercare knowledge and sound judgement to identify the most appropriate solution while protecting both client relationships and the brand
Recognise potential risks, and escalate promptly in line with approved procedures

Product Expertise and Commercial Contribution

Develop and maintain expert knowledge of Burberry products, collections, craftsmanship, services and aftercare, communicating this with confidence and enthusiasm
Use client discovery and product expertise to provide relevant styling guidance, product recommendations and alternatives that respond to the client's needs
Identify appropriate opportunities to support sales and client development without compromising the integrity of the service experience
Contribute to agreed customer experience, quality, case management, productivity and sales objectives

Operational Excellence and Collaboration

Complete all administration accurately and promptly, ensuring systems and case records provide a complete and reliable account of the client journey
Work collaboratively with colleagues and cross-functional partners
Share knowledge, trends and client feedback with the wider team and support learning sessions where specialist expertise can strengthen service delivery
Contribute to the efficient running of the department and achievement of service-level commitments while maintaining quality and personalisation
Operate in accordance with Burberry policies, processes and company procedures, and undertake additional duties reasonably directed by the management team

Requirements

Previous experience delivering elevated services, client relations, customer service or a comparable client-facing environment
A genuine passion for luxury, fashion, product and creating exceptional client experiences
Natural relationship-builder with the confidence to manage and develop a portfolio of clients through personalised, proactive contact
Excellent written and verbal communication, with the ability to convey warmth, polish and clarity across different channels
Strong problem-solving capability, resilience and confidence when managing complex complaints or emotionally sensitive situations
Commercially aware, with the ability to recognise relevant opportunities while always putting the client relationship first
Highly organised, accurate and able to manage several priorities and client cases at the same time
Fluency in English plus German is required

Job Segment: Brand Ambassador, Marketing, Bilingual

Work Location: In person