At a Glance
- Tasks: Lead the customer journey and create amazing shopping experiences at Zara.
- Company: Join Zara, a global fashion leader with a vibrant store culture.
- Benefits: Enjoy a competitive salary, 25% staff discount, and great internal promotion opportunities.
- Other info: Be part of an inclusive team that values your unique contributions.
- Why this job: Make a real impact on customer experiences while thriving in a fast-paced environment.
- Qualifications: Management experience in fashion retail and strong leadership skills required.
The predicted salary is between 30000 - 40000 £ per year.
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 involves owning 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 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.
Customer Experience Manager employer: Zara
At Zara, we pride ourselves on being an exceptional employer, offering a vibrant work culture that thrives on creativity and high standards. Our commitment to employee growth is evident through extensive training opportunities and a clear path for internal promotions, all within a dynamic retail environment that values teamwork and customer engagement. With competitive salaries, generous staff discounts, and a focus on inclusivity, working at Zara means being part of a forward-thinking fashion retailer that truly values its people.
