Anduela Luli

Meeting clients to discuss their needs
Working with account planners to devise
training that meets the clients brief and
budget
Presenting training ideas and costings to
clients
Negotiating with clients, solving any
problems and making sure deadlines are
met
Keeping in contact with the client at all
stages
Managing the accounts budget and
invoicing the client
Making pitches to win new business

Supervise, assist and motivate sales associates to consistently deliver high-value experiences on the selling floor to every client; act as a “quality control” supervisor ensuring that every interaction with a customer is memorable.
Partner with associates to improve overall selling skills and close sales in order to achieve sales goals and KPIs
Lead a high performing customer facing and service orientated team. Coach and provide feedback to the team as necessary to ensure all customers serviced in the store are given the full Experience in line with brand strategies.
Manage the customer flow to ensure the best possible service and that no client is left unattended. Set the pace and standard to deliver excellent service to customers
Drive partnership on the selling floor between sales associates, specialists, stock associates and operations team
Coach “in the moment” and after every transaction and client interaction, reach out to associates to talk through the successes and opportunities and ensure proper follow-through on follow up actions.
Develop and retain talented employees, by recognising and rewarding performance through monthly development plans and annual performance reviews.
Lead by example by delivering the Burberry Experience to customers when necessary.
Partner with GM, SM and S&P to take ownership of Experience training within the store. Use morning and weekly meetings to constantly reinforce key elements of the Burberry Experience through role-play, providing tips and talking through difficulties of individual associates.
Partner with store management to set goal expectations. Deliver formal performance feedback in partnership with store management through monthly Experience Development Plans.
Resolve difficult customer issues and escalate to management when necessary.
In absence of store management, responsible for processing post-void transactions, authorising promotional discounts and employee sales
Drive the digital experience in store and use digital resources to communicate whenever face-to-face is not possible.
Hold a good understanding of the business and effectively communicate needs and ideas to bring the business to next level.
Possess a thorough understanding of company policies and procedures and consistently follow and enforce company guidelines on operations.
Assist with the opening and closing of store which includes securing doors, windows and merchandise, successful alarming of store and POS procedures
Additional duties as required.

Recruiting, training and developing staff to provide the department with an appropriately skilled and motivated workforce.
Managing rotas to ensure adequate cover at all sites at all times to ensure the provision of a consistent service.
Ensuring that the team function to the professional and consistent standards expected so as to provide a high level of customer focus to meet the business needs.
Ensuring that the team are correctly attired and project a professional image at all times.
To project manage and facilitate the strategic implementation of new working practices to ensure the successful roll out of initiatives which will result in consistency to our customers and will improve the overall service offering.
Producing monthly and ad-hoc reports on service usage and service issues to ensure that customers and management receive appropriate information in an accurate and timely manner.
Ensuring the maintenance of the visitor electronic pass system and the maintenance of the client facing areas e.g. fault reporting.
Regularly liaising with customer relationship managers (and, when necessary, customers directly) to ensure the provision of a customer focused service including:
1st class reception and client facing services
Efficient and easy to use protocols and processes for users, e.g. meeting rooms, hotelling, catering
Constant review and improvement of the welcome services

Demonstrate and provide information on promoted products/services
Create a positive image and lead consumers to use it
Use lectures, films, charts, and/or slide shows
Distribute product samples, brochures, flyers etc. to source new sales opportunities
Identify interest and understand customer needs and requirements
Set up booths or promotional stands and stock products
Report on demonstration related information (interest level, questions asked, number of samples/flyers distributed etc)

draft quality assurance policies and procedures
interpret and implement quality assurance standards
evaluate adequacy of quality assurance standards
devise sampling procedures and directions for recording and reporting quality data
review the implementation and efficiency of quality and inspection systems
plan, conduct and monitor testing and inspection of materials and products to ensure finished product quality
document internal audits and other quality assurance activities
investigate customer complaints and non-conformance issues
collect and compile statistical quality data
analyze data to identify areas for improvement in the quality system
develop, recommend and monitor corrective and preventive actions
prepare reports to communicate outcomes of quality activities
identify training needs and organize training interventions to meet quality standards
coordinate and support on-site audits conducted by external providers
evaluate audit findings and implement appropriate corrective actions
monitor risk management activities
responsible for document management systems
assure ongoing compliance with quality and industry regulatory requirements

Facilitate the community and economic development planning process
Establish and support a Community Economic Development Committee
Establish and support economic development sub-committees (i.e. Tourism
Committees)
Develop economic profiles of the region and community
Facilitate the development of a community economic development plan including
vision, goals and objectives
Research and provide recommendations on community economic development
opportunities
Evaluate results of economic development studies and agreements and make
recommendations
Take minutes at meetings and maintain economic development committee files and
reports