Customer Experience Manager

About the Role

ZARA, part of the global fashion retail group Inditex, seeks a Customer Experience Manager for their store in London, UK. This role focuses on owning the customer journey and omnichannel service standards within the store environment. It involves leading teams of Customer Experts and Team Leaders/Supervisors and collaborating with store leadership to create inspiring, seamless shopping experiences in a fast-paced fashion retail setting.

Key Responsibilities

• Lead service recovery procedures by managing customer complaints and ensuring effective resolutions, boosting team confidence, and minimizing repeat issues through coaching and follow-ups.
• Encourage strong customer engagement and sales by guiding teams to confidently advise customers, present alternatives, and maintain a visible service presence.
• Develop team skills by delivering training, setting clear service standards, and standardizing workflows across service areas.
• Manage peak trading periods and service flows such as queues, fitting room availability, and service points by resource planning and rapid response to maintain excellence.
• Oversee the store's omnichannel service, ensuring harmony between digital and physical customer interactions and keeping staff updated on developments.
• Utilize service insights and performance data to identify areas for improvement, implement corrective actions, and track their effectiveness.
• Foster a positive work culture by supporting employee wellbeing, recognizing achievements, and maintaining consistent leadership practices.

Candidate Profile

• Experience in management within fashion retail sectors with a strong focus on customer experience oversight.
• Demonstrated leadership of multi-level teams including Customer Experts and Team Leaders/Supervisors.
• Ability to confidently handle service recovery and complaints with calmness, fairness, and solution orientation.
• Effective coaching skills for enhancing team selling skills and customer engagement.
• Competence in designing and delivering training to ensure consistency and professional growth.
• Organized and capable of performing well under pressure in dynamic, high-volume retail environments.

Work Environment & Benefits

• Full-time position requiring flexible availability including evenings and weekends.
• Competitive compensation package.
• Employee perks such as a 25% staff discount, benefits through the More4Less scheme, a Refer a Friend program, and opportunities for internal advancement.

Commitment to Inclusion

ZARA emphasizes inclusive recruitment practices and offers reasonable accommodations for applicants with disabilities or long-term health conditions.