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Service Lead | Fixed-Term Contract
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…experiences on the selling floor to every client; act as a “quality control” supervisor ensuring that every interaction with a customer is…

Burberry

Service Lead | Fixed-Term Contract

Toronto, ON, Canada

$25 to $26 CAD / hour · Contract

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Job details

Pay: $25 to $26 CAD / hour
Job type: Contract
Apply by: Nov 26, 2026
Experience: 1-2 years previous supervisory or management experience in retail sales.
Posting language: English
Posted: Oct 27, 2026

Original job description

Job description:

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

Daily floor supervision of sales team ensuring great customer experiences and thereby driving sales goal attainment and providing real-time performance coaching to drive the overall Burberry Experience.

RESPONSIBILITIES

Supervise, assist and motivate sales associates to consistently deliver high-value experiences on the selling floor to every client; act as a “quality control” supervisor ensuring that every interaction with a customer is memorable.
Partner with associates to improve overall selling skills and close sales in order to achieve sales goals and KPIs
Lead a high performing customer facing and service orientated team. Coach and provide feedback to the team as necessary to ensure all customers serviced in the store are given the full Burberry Experience in line with brand strategies.
Manage the customer flow to ensure the best possible service and that no client is left unattended. Set the pace and standard to deliver excellent service to customers
Drive partnership on the selling floor between sales associates, specialists, stock associates and operations team
Coach “in the moment” and after every transaction and client interaction, reach out to associates to talk through the successes and opportunities and ensure proper follow-through on follow up actions.
Develop and retain talented employees, by recognising and rewarding performance through monthly development plans and annual performance reviews.
Lead by example by delivering the Burberry Experience to customers when necessary.
Partner with GM, SM and S&P to take ownership of Burberry Experience training within the store. Use morning and weekly meetings to constantly reinforce key elements of the Burberry Experience through role-play, providing tips and talking through difficulties of individual associates.
Partner with store management to set goal expectations. Deliver formal performance feedback in partnership with store management through monthly Burberry Experience Development Plans.
Resolve difficult customer issues and escalate to management when necessary.
In absence of store management, responsible for processing post-void transactions, authorising promotional discounts and employee sales
Drive the digital experience in store and use digital resources to communicate whenever face-to-face is not possible.
Hold a good understanding of the business and effectively communicate needs and ideas to bring the business to next level.
Possess a thorough understanding of company policies and procedures and consistently follow and enforce company guidelines on operations.
Assist with the opening and closing of store which includes securing doors, windows and merchandise, successful alarming of store and POS procedures
Additional duties as required.

PERSONAL PROFILE

Advanced knowledge of POS system.
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.

MEASURES OF SUCCESS

Monthly Burberry Experience evaluation score
Managing performance improvement and development of associates
Improvement in every KPI within the retail scorecard

FOOTER

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

Expected base salary for the role will generally be between $25.00 and $26.00 per hour at the commencement of employment. However, base salary if hired will be determined on an individualized basis and is only part of the total compensation package, which, depending on the position, may also include commission earnings, discretionary bonuses, short and long-term incentive packages, and Company-sponsored benefit programs.

This position is at-will and the Company reserves the right to modify base salary (as well as any other discretionary payment or compensation program) at any time, including for reasons related to individual performance, Company or individual department/team performance, and market factors.

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More about this job

Responsibilities

Supervise and coach the sales team on the floor to deliver excellent customer experiences, improve selling skills, and achieve sales goals and KPIs. Manage customer flow and service issues, support employee development and training, and help oversee store operations, including opening and closing procedures.

Requirements

Requires 1–2 years of supervisory or management experience in retail sales, advanced knowledge of POS systems, and familiarity with Apple mobile devices and digital tools. No education requirement is specified.

Skills

Retail Sales Supervision
Customer Service
Sales Coaching
Team Leadership
Sales Performance Management
KPI Management
Customer Flow Management
Conflict Resolution
Employee Development
Point-Of-Sale Systems
Apple Mobile Devices
Digital Tools
Store Operations
Cash Handling
Performance Reviews

Benefits

Commission Earnings
Discretionary Bonuses
Short- And Long-Term Incentive Packages
Company-Sponsored Benefit Programs

Visa sponsorship

Not detected in the job text

Keywords

Retail Sales
Luxury Retail
Customer Experience
Burberry Experience
Sales Goals
Key Performance Indicators
Sales Associates
Floor Supervision
Customer Flow
Performance Coaching
Employee Development Plans
Performance Reviews
Point-Of-Sale System
Apple Mobile Devices
Digital Tools
Promotional Discounts
Employee Sales
Store Operations
Opening And Closing Procedures
Retail Scorecard

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