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Customer Experience Manager
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 harmonise—transforming the latest collections into ideas customers want to wear. It’s a creative, fast-moving environment with strong internal career growth for those passionate about fashion and dedicated to high standards.
The Role
As a Customer Experience Manager at Zara, you’ll oversee the storewide customer journey and omnichannel experience: setting service standards, establishing effective routines, and developing high-achieving Customer Expert teams. You’ll lead Customer Experts and Team Leaders/Supervisors directly while collaborating closely with the Store Manager/Deputy, Operations Manager, and Commercial Managers to turn challenging moments into exceptional customer experiences.
This is a full-time position requiring full flexibility, including work during evenings and weekends.
What You’ll Do
- Lead service recovery:Manage customer complaints, resolutions, and team confidence-building; reduce repeat issues through targeted coaching and follow-ups.
- Drive customer engagement and selling behaviours:Empower teams to provide confident product advice, recommend alternatives, and maintain service presence with customers.
- Build team capability:Train and develop Customer Experts and Team Leaders; establish clear standards and best practices across service areas.
- Optimise peak trading and service flow:Manage queues, fitting rooms, and service points in real-time—plan resources effectively and uphold high standards under pressure.
- Oversight of omnichannel experience:Ensure seamless service alignment between digital and physical touchpoints; keep teams updated and cohesive.
- Improve through service insight:Analyse performance reviews to identify opportunities, implement improvements, and measure impact.
- Foster a positive team culture:Promote well-being, recognise contributions, and maintain consistent leadership standards.
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What You’ll Bring
- Previous retail management experience with a strong focus on customer experience (fashion industry preferred).
- Proven leadership across multiple team layers—experience coaching Customer Experts and managing Team Leaders/Supervisors.
- Confidence in service recovery:Stay composed, fair, and solution-driven when handling complaints.
- Effective coaching skills:Raise customer engagement and selling behaviours through continuous guidance.
- Ability to design and deliver training:Create programs that enhance team capability and consistency.
- High adaptability under pressure:Thrive in a fast-paced, high-volume environment while maintaining organisation and composure.
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The Mindset We Love
You’re a proactive leader who excels in a high-pressure environment. You’re calm yet visible—quick to respond, alert to operational details, and unwavering in maintaining high service standards. Above all, you’re people-centric, focused on daily coaching, building team confidence, and improving the customer experience through strong routines and follow-through.
What We Offer
- Competitive salary
- 25% staff discount
- More4Less benefits scheme
- Refer a Friend programme
- Internal promotion opportunities
Diversity & Inclusion
We are committed to an inclusive hiring process, offering adjustments for applicants with disabilities or long-term conditions.
Apply now to shape Zara’s customer experience—through robust routines, confident team coaching, and standards that stand out at pace.
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