Client Relations Advisor – Italian Speaking

Overview

In this role you will deliver elevated, personalised luxury client experiences across multiple channels, building lasting relationships and acting as a trusted brand ambassador. You will tailor recommendations from client history and coordinate cross-functional support to create seamless, memorable moments. You will own client cases from first contact to resolution while upholding Burberry’s service standards and values. The position offers impact by enhancing loyalty, driving sales opportunities, and shaping premium service delivery.

Responsibilities

• Deliver luxury service across phone, email, live chat, social channels and other approved digital platforms
• Create warm, personalised experiences using client data to tailor recommendations
• Provide concierge-style support by coordinating across the business
• Demonstrate empathy, discretion and sound judgement when dealing with high-value clients
• Represent Burberry as a trusted brand ambassador, embodying brand values and standards
• Build and manage a portfolio of clients to support retention and loyalty
• Own client cases from initial contact to resolution with clear updates
• Resolve inquiries and complaints with appropriate urgency and empathy
• Handle escalated or complex cases with internal collaboration
• Maintain specialist product knowledge and communicate confidently to guide styling and recommendations
• Identify opportunities to support sales without compromising service integrity
• Contribute to customer experience, quality, and productivity objectives
• Complete administrative tasks accurately and keep complete client journey records
• Collaborate with colleagues and cross-functional partners
• Share insights and feedback to improve service delivery
• Adhere to Burberry policies and procedures and perform additional duties as required

Key requirements

• Previous experience in elevated services, client relations or a client-facing environment
• Genuine passion for luxury, fashion, product and exceptional client experiences
• Natural relationship-builder with ability to manage a client portfolio
• Excellent written and verbal communication across channels
• Strong problem-solving, resilience and ability to handle emotionally sensitive situations
• Commercial awareness and ability to identify opportunities while prioritising client relationships
• Highly organised with ability to manage multiple priorities and cases
• Fluency in English and Italian

• Empathy
• communication excellence
• relationship-building
• problem-solving
• multichannel customer service
• client relationship management and aftercare knowledge

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