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
As Productivity & Training Manager at Burberry, you will drive performance improvements across our Global Regional Centre network through ownership of the Management Information strategy, ensuring timely, accurate, and actionable reporting.
The role also leads Customer Service Analytics, transforming data into insights that support customer-centric decisions across the business and drives revenue. In addition, this position develops and delivers global training programs to equip our customer service teams with the skills and knowledge needed to provide exceptional customer experiences.
This Productivity & Training Manager role is offered on a full time, permanent basis and will be based in our Horseferry House, London office for 3/4 days per week.
RESPONSIBILITIES
Productivity & Performance
* Own and enhance the global MI strategy with timely, accurate reporting
* Analyse KPIs and performance trends to identify opportunities for improvement
* Partner with Regional Managers on initiatives to boost efficiency, quality, and consistency
* Lead NPS strategy to drive impactful customer experience outcomes
Data & Insights
* Lead the Customer Service Analytics team, transforming data into actionable insights
* Develop data-driven narratives to inform strategy and highlight customer needs
* Enhance self-service reporting tools and foster a customer-centric data culture
Recognition Program
* Collaborate with Reward and Senior Managers to deliver an effective recognition programme
* Provide accurate monthly performance data to support reward
Training & Development
* Develop and implement a global training strategy aligned with service excellence
* Deliver onboarding, upskilling, and coaching programs to meet luxury service standards
* Align training with QA feedback and performance metrics
* Oversee content creation and weekly adherence monitoring internally
Team Leadership
* Inspire and develop a high-performing analytics and reporting team
* Set clear goals and drive alignment with broader company objectives
* Foster collaboration, accountability, and innovation
PERSONAL PROFILE
* Experience in managing and optimising customer service operations across multiple global regions, identifying gaps, and designing initiatives for efficiency and quality
* Proven ability to translate complex data into actionable strategies, and drive continuous improvement in customer service performance and experience
* Deep analytical skills with a track record of conducting performance trend analysis, and turning insights into compelling recommendations
* Expertise in developing and implementing comprehensive training strategies, onboarding, upskilling, and coaching programs
* Exceptional communication and interpersonal skills, with a proven ability to build strong relationships, influence stakeholders at all levels, and foster a customer-centric culture
* Demonstrated success in leading, mentoring, and developing high-performing analytics or operational teams, fostering a culture of accountability and innovation
* A genuine passion for enhancing customer experienceand a meticulous focus on quality assurance and service excellence
Burberry is an Equal Opportunities Employer and as such, treats all applications equally and recruits purely on the basis of skills and experience.
Posting Notes: United Kingdom || Not Applicable || London || CUSTOMER SERVICES || NO DEPARTMENT - FIST9011 || n/a ||