Burberry
Client Relations Advisor - German Speaking
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Long Description
INTRODUCTION
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.
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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.
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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.
PERSONAL PROFILE
- 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.
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