Burberry Client Relations Advisor

About Burberry

Burberry Limited, a quintessentially British luxury fashion house, is renowned for its innovative designs and commitment to quality. As part of the global luxury conglomerate, Burberry offers a dynamic and inclusive work environment where creativity and excellence are at the forefront. The company is dedicated to fostering a culture that encourages diversity and sustainability, making it a leader in the luxury industry.

Burberry is seeking a German-speaking Client Relations Advisor to deliver personalised luxury service across digital and phone channels, build long-term client relationships, and manage enquiries, escalations and aftercare. The role also contributes to sales, service quality and operational objectives.

Role & Responsibilities

• Deliver luxury service across phone, email, live chat, social platforms and other approved digital channels, adapting communication to each client and situation.
• Create personalised experiences by using client preferences, purchase history and previous interactions to tailor recommendations and solutions.
• Provide concierge-style support 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 with high-value clients and sensitive matters.
• Represent Burberry as a brand ambassador, bringing its values, heritage and service standards to life in every interaction.
• Build, develop and manage a client portfolio through regular contact that supports retention, engagement and long-term loyalty.
• Use insights into clients’ lifestyles, preferences, needs and personal moments to deliver relevant outreach, recommendations and follow-up aligned with client profiles or Burberry campaigns.
• Own client cases from first contact through resolution, provide clear updates and ensure every client receives follow-up.
• Resolve enquiries and complaints accurately, empathetically and with appropriate urgency.
• Handle escalated or complex cases confidently, collaborating with internal partners as required.
• Apply specialist aftercare knowledge and sound judgement to identify appropriate solutions while protecting client relationships and the brand.
• Recognise potential risks and escalate promptly in line with approved procedures.
• Develop and maintain expert knowledge of Burberry products, collections, craftsmanship, services and aftercare, communicating it confidently and enthusiastically.
• Use client discovery and product expertise to provide relevant styling guidance, recommendations and alternatives suited to client needs.
• Identify appropriate opportunities to support sales and client development without compromising the service experience.
• Contribute to agreed customer experience, quality, case management, productivity and sales objectives.
• Complete administration accurately and promptly, ensuring systems and case records provide a complete, reliable account of the client journey.
• Collaborate 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.
• Support efficient departmental operations and service-level commitments while maintaining quality and personalisation.
• Follow Burberry policies, processes and procedures, and undertake additional duties reasonably directed by management.

Qualifications

• Previous experience delivering elevated services, client relations, customer service or in a comparable client-facing environment.
• Genuine passion for luxury, fashion, product and creating exceptional client experiences.
• Ability to build relationships and manage and develop a client portfolio 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 managing complex complaints or emotionally sensitive situations.
• Commercial awareness and the ability to recognise relevant opportunities while putting the client relationship first.
• Highly organised and accurate, with the ability to manage several priorities and client cases simultaneously.
• Fluency in English and German.

Skills

Workplace

Culture

Burberry fosters a creative and inclusive workplace culture that values diversity and sustainability. The company is committed to being a force for good, driving industry change and championing community engagement.

About Cerulean

Cerulean is the definitive career portal for the global luxury industry. We match exceptional professionals with exclusive opportunities at the world's most prestigious brands. From haute couture and fine watchmaking to prestige beauty, hospitality, and boutique retail, Cerulean centralises luxury employment to help you find the career for which you were destined.