INTRODUCTION

Born from innovation, Burberry is a global luxury brand with a rich British heritage.

Founded in 1856, our brand is underpinned by our founder’s passion for the outdoors. Thomas Burberry invented the innovative rain-ready fabric gabardine to protect explorers from the elements. In doing so, he created the foundation for the iconic Burberry trench coat, which remains core to the business even today.

Guided by our history of exploration and our shared belief that ‘creativity open spaces’, our purpose is to unlock the power of imagination to push boundaries and open new possibilities for our people, our customers and our communities.

As a values-driven brand, we are committed to creating the next generation of sustainable luxury and believe that diversity, equity and inclusion are essential to fulfilling our purpose. Fostering an inclusive culture where differences are valued and embraced enables us to be more creative, engaged and make a more meaningful contribution to the world around us.

PURPOSE

Supporting the AUNZ team, this role’s key purpose is to assist in the execution of all Client Engagement programs and initiatives, focusing on customer retention, new client acquisition, appointments, prospecting and delivering ROI across Client Engagement events and activities. The role helps embed a client-centric culture by supporting the regional and global client strategy and partnering closely with retail teams.

RESPONSIBILITIES

CLIENT ENGAGEMENT STRATEGY

- Assist the Client Engagement Manager with execution, follow-up and monitoring of global and regional client strategies and plans.

- Contribute to the creation of communication and training materials to support CVM (Client Value Management) initiatives for retail teams.

- Proactively propose, create and execute actions to drive key CVM KPIs, including Elite client growth.





- Collaborate with the CE Manager and retail teams to deliver sales targets from local CE events and activations.

- Support the roll-out of programmes and initiatives as directed by the Country Client Engagement Manager.

- Continuously identify opportunities to improve and localise programmes to increase market relevance.

CLIENT DATA, OUTREACH & REPORTING

- Partner with the Client Engagement Team and retail teams to elevate data quality for improved retention, appointments, event RSVPs and prospecting.

- Develop and communicate explicit CE initiative plans aligned with the commercial calendar to support retail teams.

- Design and compile regular CVM reports; analyse KPI performance and propose actionable recommendations to enhance results.

CLIENT RETENTION TOOLS, EXPERIENCES & GIFTING ACTIVITIES

- Support the rollout and implementation of corporate & retail CVM tools and programs to support the Client Engagement Manager.

- Manage and maintain ongoing experiences and gifting offers to drive loyalty and retention in line with Burberry BAU guidelines.

- Develop AUNZ-specific tools and initiatives to enhance client communication and experience.

- Work with Retail Operations and Training teams to ensure all stores receive, understand and effectively use CVM tools.

- Coordinate and manage store feedback and follow-up on issues relating to CVM tool usage and in house apps.

OPERATIONS & ADMINISTRATION





- Maintain accurate and organised records of all initiatives, events and projects.

- Coordinate invoices and payments between external vendors and Finance.

- Support the Client Engagement Manager in ensuring compliance with regional CRM policies and guidelines.

- Work closely with retail teams to ensure timely and accurate event reporting.

- Maintain and develop strong working relationships with internal and external stakeholders.

TRAINING AND LEADING

- Collaborate with the Training department to deliver CE training for CE Experts and retail teams.

- Maintain ongoing communication with retail stores to understand CE planning needs and support execution.

- Provide ongoing coaching and guidance to retail teams to develop a client-centric mindset and embed a clienteling culture.

- Build effective relationships with Store Managers and other functions (e.g., Marketing, Training, VM, Retail Operations).

MEASURE OF SUCCESS

- Retention and growth of clients across the country/area (CVM KPIs).

- BPC performance metrics (Sales, UPT, AUR, ATV, productivity, appointments, team retention).

- Successful and timely execution of CVM and BPC initiatives.

- Commercial impact of clienteling activities and events.

QUALIFICATIONS

- Minimum of 3–4 years’ experience in Client Engagement or related field.

- Strong analytical and reporting skills.

- Hands-on experience with CRM tools and systems.

- Project management experience, with proven ability to manage multiple priorities and varying workload.

- Retail experience preferred; understanding of luxury retail a plus.

- Flexibility to support retail and CE schedules, including evenings, weekends and holidays as needed.

- Strong interpersonal and communication skills; able to work cross-functionally and influence stakeholders.

📌 Client Engagement Coordinator (10-Month Contract) (Sydney)
🏢 Burberry Pacific
📍 Sydney