ZARA
Assistant Customer Service Manager
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Deputy Manager – Customer Experience
Zara Liverpool
Full-time | Full flexibility required (including evenings & weekends) Based in-store
About the Role
At Zara, our stores are fast-paced, high-energy environments where customer experience is everything. We’re looking for a Deputy Manager – Customer Experience to lead our service culture on the shop floor and drive exceptional customer journeys across every touchpoint.
Responsibilities
You’ll Need to:
- Lead the customer experience in-store
- Own the end-to-end customer journey, from fitting rooms to checkouts
- Drive speed of service, queue management, and overall flow during peak trading
- Ensure the team delivers strong product knowledge and confident styling support
- Support omnichannel services, ensuring a seamless experience between online and in-store
- Keep the team up-to-date with digital processes and service updates
- Improve how service areas operate to support customer flow
- Lead and develop your team by:
- Coaching and developing a team of Customer Experts on the shop floor
- Setting clear expectations and leading by example during busy trading periods
- Supporting training, onboarding, and ongoing development
- Handle service recovery:
- Manage customer queries and complaints with confidence
- Take ownership of solutions and turn challenges into positive experiences
- Drive daily operations and standards:
- Support store routines, compliance, and operational processes
- Ensure cash desk and security procedures are followed
- Maintain safe, organised, and efficient working environments
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Requirements
We’re looking for:
- Experience in a retail management or assistant manager role
- A strong background in customer service leadership
- Confidence in handling complaints and resolving issues
- Proven ability to coach teams in a fast-paced environment
- Experience working in high-volume, fast-paced settings
- Strong organisation and the ability to prioritise under pressure
- The type of leader you are – clear, confident, and proactive:
- A people-focused, supportive, and motivating communicator
- Calm under pressure with a solutions-driven mindset
- Strong attention to detail and a progressive outlook
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Why Join Zara?
- Be part of a global fashion leader with fast-paced career development
- Work in a dynamic environment—no two days are the same
- Grow your leadership skills in a high-volume retail setting
- Engage in a culture that values expertise, innovation, and passion for fashion
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