Customer Experience Manager

About the company

Zara is part of Inditex, a worldwide fashion retail group that also includes Massimo Dutti, Pull&Bear, Bershka, Stradivarius, Oysho and Zara Home. The brand is known for creating engaging in-store experiences where fashion, merchandise and styling come together to inspire customers, all within a dynamic environment that rewards high standards and offers strong internal growth opportunities.

Role overview

As the Customer Experience Manager, you will be responsible for the overall customer journey in store and the omnichannel experience. You will set service expectations, establish the routines needed to deliver them, and help build strong, high-performing Customer Experts teams. In this store-based position, you will lead Customer Experts and Team Leaders/Supervisors while working closely with the Store Manager/Deputy, Operations Manager and Commercial Managers to ensure demanding trading periods still deliver excellent service. This is a full-time role and requires complete flexibility, including evenings and weekends.

Key responsibilities

• Take ownership of customer complaints and service recovery, resolving issues effectively while coaching the team to reduce repeat problems.
• Encourage customer engagement and selling behaviours so teams can confidently support shoppers with product advice, alternatives and visible service.
• Develop team capability through training, coaching and clear service standards across all customer-facing routines.
• Oversee service delivery during busy periods, including queues, fitting rooms and service points, by allocating resources and responding quickly to changing demand.
• Lead the in-store omnichannel experience so that digital and physical service touchpoints work smoothly together.
• Review service performance and customer insight, turn findings into actions, and track the impact of improvements.
• Foster a positive team environment by promoting wellbeing, recognition and consistent leadership practices.

What you should bring

• Prior management experience in fashion retail, with clear ownership of customer experience.
• Experience leading people across more than one level, including Customer Experts and Team Leaders/Supervisors.
• A calm, balanced and practical approach to complaint handling and service recovery.
• Strong coaching skills that improve customer interaction and sales behaviours.
• The ability to create and deliver training that improves consistency and overall team performance.
• Strong organisation and the ability to stay effective in a fast-paced, high-volume setting.

Working style

You should be comfortable in a high-energy environment and able to handle the demands of peak trading. The ideal person is a steady, visible leader who reacts quickly, maintains standards and supports the team through structure, coaching and follow-up.

Benefits

• Competitive salary
• 25% employee discount
• Access to the More4Less benefits scheme
• Refer a Friend programme
• Opportunities for internal progression

Inclusion and adjustments

The company supports an inclusive hiring process and can offer reasonable adjustments for candidates with disabilities or long-term health conditions.