At a Glance
- Tasks: Lead the customer journey and enhance service standards in a fast-paced fashion retail environment.
- Company: Join Zara, a global fashion leader with a creative and dynamic culture.
- Benefits: Enjoy a competitive salary, 25% staff discount, and opportunities for internal promotion.
- Other info: Flexible hours required, including evenings and weekends, with a focus on team wellbeing.
- Why this job: Make a real impact on customer experiences while developing your leadership skills.
- Qualifications: Previous management experience in fashion retail and strong people leadership skills.
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.
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.
- 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.
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. You thrive in a high-pace environment and enjoy the challenge of peak trading. You’re people-focused and structured—coaching teams daily, building confidence, and making customer experience better through strong routines and follow-up.
Competitive salary ~25% staff discount ~ 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 - Complaints in London employer: Zara
At Zara, we pride ourselves on being an exceptional employer, offering a vibrant and dynamic 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, ensuring that our team members can develop their careers in the fast-paced fashion retail environment. With competitive salaries, generous staff discounts, and a focus on inclusivity, working at Zara means being part of a supportive team dedicated to delivering outstanding customer experiences.
