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.
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 organised and effective under pressure in a fast-paced, high-volume environment.
The mindset we love
You thrive in a high-pace 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.
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