Team Manager - Heathrow

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

Play a key role in driving store performance by partnering closely with the Store Manager to elevate category results and deliver an exceptional customer experience.
As a passionate leader, you will inspire and support the sales team, providing real-time coaching and feedback to achieve and exceed sales goals. You will champion the Burberry Experience and Behaviours, ensuring every client interaction reflects the brand’s excellence and values.

RESPONSIBILITIES

• Inspire and lead the sales team to enhance selling skills, maximize results, and achieve sales goals.

• Partner with the Store Manager to drive category performance through training and sell-through strategies.

• Deliver the Burberry Experience , ensuring every client receives exceptional, personalized service.

• Foster teamwork across sales, stock, and operations to guarantee smooth execution and client satisfaction.

• Coach and motivate the team through real-time feedback and recognition to strengthen performance.

• Support talent development and lead onboarding to integrate new joiners into Burberry’s culture.

• Champion training sessions to reinforce service excellence and brand behaviours.

• Lead by example and handle complex client situations with professionalism.

• Act as keyholder when required, ensuring compliance with policies and procedures.

• Embrace digital tools to enhance client communication and drive business results.

• Promote a positive and inclusive workplace focused on collaboration and respect.

• Ensure operational excellence in daily procedures, security, and POS management.

• Contribute proactively to the store’s overall success and embody the Burberry brand values.

PERSONAL PROFILE

• Advanced knowledge of POS system
• Ability to handle complex customer service issues; (i.e. dissatisfied customers, complaints, returns, repairs & after-sales)
• Able to use a fluent and professional dialogue with clients and staffs
• Previous experience with Apple mobile devices and comfortable with the use of digital tools
• 1-2 years previous supervisory or management experience in retail sales

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