Luxury Client Experience Specialist

BoF Careers; Greater London; On-site; GBP 28,000 - 38,000; Full time

Job summary

Burberry is seeking a Luxury Client Experience Advisor to deliver elevated service across phone, email, live chat and social channels. You will build trusted client relationships, tailor recommendations and coordinate seamless aftercare with cross-functional partners.

Develop expert knowledge of Burberry products and services, provide styling guidance, and contribute to sales and customer experience goals while upholding Burberry standards.

Qualifications

• Previous experience delivering elevated services, client relations, customer service or a comparable client-facing environment.
• 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, across different channels.
• Fluency in English plus French is required.

Responsibilities

• Deliver world-class luxury service across phone, email, live chat, social platforms and other approved digital channels.
• Create a warm, polished and highly personalised experience using client preferences and history.
• Provide concierge-style service to selected clients by coordinating support across the business.
• Demonstrate empathy, discretion and sound judgement in high-value client interactions.
• Represent Burberry as a trusted brand ambassador in every interaction.
• Build and manage a portfolio of clients with regular contact to support retention and loyalty.
• Take full ownership of client cases from first contact through resolution.
• Resolve enquiries and complaints with accuracy, empathy and urgency.
• Use specialist knowledge to identify solutions while protecting client relationships.
• Maintain expert knowledge of Burberry products, services and aftercare.

Skills

Elevated service

Client relations

Customer service

English fluent

French fluent

Job description

Burberry is seeking a Luxury Client Experience Advisor to deliver elevated service across phone, email, live chat and social channels. You will build trusted client relationships, tailor recommendations and coordinate seamless aftercare with cross-functional partners.

Develop expert knowledge of Burberry products and services, provide styling guidance, and contribute to sales and customer experience goals while upholding Burberry standards.