Luxury Client Relations Team Lead

Burberry; Greater London; On-site; GBP 55,000 - 75,000; Full time

Job summary

Burberry is seeking a Head of Client Relationship Advisors to lead and inspire a team dedicated to delivering luxury client service. You will coach, develop and empower your team to build meaningful client relationships, manage escalations and drive loyalty while collaborating with retail and commercial functions.

You will foster a high-performance culture, ensure personalized client experiences, and monitor service standards to optimise both client satisfaction and commercial performance.

Qualifications

• Experience leading customer service, client advisory or luxury retail teams.
• Strong coaching and people leadership skills with ability to develop talent and drive performance.
• Proven experience handling complex complaints and escalated client situations.
• Excellent written and verbal communication skills and professionalism.

Responsibilities

• Lead, coach and develop a high-performing Client Relationship Advisor team.
• Ensure world-class luxury service across all client touchpoints.
• Drive proactive clienteling, build client portfolios and maximise value.
• Oversee day-to-day team operations, KPI monitoring and quality standards.
• Manage escalations with internal stakeholders to resolve complex cases.
• Promote continuous improvement and adoption of best practices.

Skills

Coaching

People leadership

Client relationships

Complex escalations

Communication skills

Stakeholder management

Job description

Burberry is seeking a Head of Client Relationship Advisors to lead and inspire a team dedicated to delivering luxury client service. You will coach, develop and empower your team to build meaningful client relationships, manage escalations and drive loyalty while collaborating with retail and commercial functions.

You will foster a high-performance culture, ensure personalized client experiences, and monitor service standards to optimise both client satisfaction and commercial performance.