Client Relations Advisor – German Speaking

Overview

In this role you will deliver elevated luxury client experiences across multiple channels, building trusted relationships by understanding client preferences and providing tailored support. You take ownership of client contacts, resolve issues with discretion, and reinforce Burberry’s brand standards. You will collaborate with internal partners to ensure seamless service and contribute to retention and commercial opportunities. This position offers the chance to shape a personalised, high-touch client journey at a global luxury house.

Responsibilities

• Deliver luxury client service across phone, email, live chat, and social channels with personalised communication
• Create a warm, polished experience using purchase history and preferences to tailor recommendations
• Provide concierge-style support by coordinating across the business to create seamless moments
• Demonstrate empathy, discretion and sound judgement when assisting high-value clients
• Represent Burberry as a brand ambassador reflecting its values and service standards
• Build and manage a portfolio of clients to drive retention and long-term loyalty
• Understand client lifestyles and moments to tailor outreach aligning with campaigns
• Own client cases from first contact to resolution with clear updates
• Resolve inquiries and complaints with empathy and urgency
• Handle escalated or complex cases with internal collaboration
• Utilise aftercare knowledge to protect relationships and brand
• Identify appropriate sales opportunities without compromising service
• Contribute to customer experience, quality, productivity and sales objectives
• Complete administration accurately and maintain reliable client journey records
• Collaborate with colleagues and cross-functional partners
• Share client feedback and participate in learning sessions
• Support department efficiency while maintaining personalisation
• Operate in line with Burberry policies and adapt to additional duties

Key requirements

• Previous experience in elevated services, client relations or a similar client-facing role
• Genuine passion for luxury, fashion and creating exceptional client experiences
• Strong relationship-building with the ability to manage a portfolio
• Excellent written and verbal communication across channels
• Strong problem-solving, resilience and ability to handle emotionally sensitive situations
• Commercial awareness and prioritising client relationships
• Highly organised with the ability to manage multiple priorities
• Fluency in English plus German required

• empathy
• emotional intelligence
• discretion
• multichannel customer service
• case management
• product knowledge and styling guidance

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