ZARA
Customer Experience Manager
How your CV stacks up
Upload your CV to see how well it fits this job role
?%
About This Job
ZARA
Location: London, England, United Kingdom
Work Mode: On-site
Industry: Retail Apparel And Fashion
Job Description
Customer Experience Manager | Zara | UK & Ireland (Store-based)
About Us
Inditex is a global fashion retail group behind brands including Zara, Massimo Dutti, Pull&Bear, Bershka, Stradivarius, Oysho, and Zara Home.
At Zara, we create inspiring store experiences where fashion, product, and styling work together—turning the latest collections into ideas customers want to wear. It’s a creative, fast-moving environment with strong internal opportunities for people who love fashion and thrive on high standards.
The Role
As a Customer Experience Manager at Zara, you’ll own the storewide customer journey and omnichannel experience—setting service standards, building the routines that make them happen, and developing high-performing Customer Experts teams. You’ll directly lead Customer Experts and Team Leaders/Supervisors, and you’ll partner closely with the Store Manager/Deputy, Operations Manager, and Commercial Managers to turn busy moments into great experiences.
This is a full-time role requiring full flexibility, including evenings and weekends.
Reasons to use Rodeo
Start with a chat, not a search bar
Grad scheme, placement, apprenticeship? Not sure what you want yet — that's fine. Your agent talks it through with you and turns "I have no idea" into a shortlist.
It searches the market for you
Every day your agent scans the market matching roles against what actually matters to you, not just keywords on a CV.
Only hits
No noise. No "maybe this fits." Just roles with a clear explanation of why they're right — and where to focus when applying.
What You’ll Be Doing
- Leading service recovery: owning customer complaints and resolutions, building team confidence, and reducing repeat issues through coaching and follow-up.
- Driving customer engagement and team selling behaviours—helping teams connect customers to product through confident advice, alternatives, and service presence.
- Building team capability: training and developing Customer Experts and Team Leaders, setting clear standards, and ways of working across service areas.
- Managing peak trading and service flow (queues, fitting rooms, service points): planning resources, reacting in real time, and keeping standards high at pace.
- Owning omnichannel experience in store: ensuring seamless service across digital and physical touchpoints and keeping teams aligned to updates.
- Using service insight and performance reviews to identify improvements, implement actions, and follow up impact.
- Creating a positive team culture—supporting wellbeing, recognition, and consistent leadership standards.
What You’ll Bring
- Previous management experience in fashion retail with strong customer experience ownership.
- Proven people leadership across multiple layers (Customer Experts + Team Leaders/Supervisors).
- Confident in service recovery and complaint handling—calm, fair, solutions-focused.
- Strong coaching ability to raise customer engagement and selling behaviours.
- Able to design and deliver training that improves team capability and consistency.
- Highly organized and effective under pressure in a fast-paced, high-volume environment.
Get help with your application
Your very own career expert that helps elevate your application to the next level.
The Mindset We Love
You thrive in a high-paced environment and enjoy the challenge of peak trading. You’re a calm, visible leader who spots what’s happening, acts fast, and keeps standards consistent. You’re people-focused and structured—coaching teams daily, building confidence, and making customer experience better through strong routines and follow-up.
What We Offer
- Competitive salary
- 25% staff discount
- More4Less benefits scheme
- Refer a Friend programme
- Internal promotion opportunities
Inclusion
We’re committed to an inclusive recruitment process and can provide adjustments for people with disabilities or long-term conditions.
Apply now to lead Zara’s customer experience—through strong routines, confident coaching, and service standards that stand out at pace.
“It took my CV and asked me questions relevant to understanding what kind of jobs to suggest for me. Suggestions were almost perfect. Jobs were exactly what I’ve been looking for.”
Jessica, London
Skills
Location