Location
London

Hours
Full Time (hours not specified)

Salary
Negotiable

About the Role
Founded in 1856 by Thomas Burberry, Burberry is a global luxury brand with a distinctly British attitude. As a Client Relations Advisor, you will combine your passion for the Burberry brand, culture, and product with specialist product knowledge to 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. Taking ownership of customer contacts and escalations, you will deliver 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 communication style to each 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, especially when supporting high-value clients and handling sensitive matters. Represent Burberry as a trusted brand ambassador, embodying the brand’s values, heritage, and service standards in every interaction.

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 aligned to client profiles and 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 client 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.

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 as reasonably directed by management.

Experience
Previous experience delivering elevated services, client relations, customer service, or a comparable client-facing environment is required.

About you
You have a genuine passion for luxury, fashion, product, and creating exceptional client experiences. You are a natural relationship-builder with the confidence to manage and develop a portfolio of clients through personalised, proactive contact. You possess excellent written and verbal communication skills, conveying warmth, polish, and clarity across different channels. You demonstrate strong problem-solving capability, resilience, and confidence when managing complex complaints or emotionally sensitive situations. You are commercially aware, able to recognise relevant opportunities while always prioritising the client relationship. You are highly organised, accurate, and able to manage several priorities and client cases simultaneously.

Qualifications
Fluency in English and German is required.