Client Relations Advisor - German Speaking

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.

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.

· 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.

Job Segment: Brand Ambassador, Marketing, Bilingual