At a Glance
- Tasks: Lead the customer journey and create amazing shopping experiences at Zara.
- Company: Join Zara, part of the global Inditex fashion group, known for its vibrant culture.
- Benefits: Enjoy a competitive salary, 25% staff discount, and great internal promotion opportunities.
- Other info: Embrace a supportive team culture focused on wellbeing and recognition.
- Why this job: Be a key player in transforming customer experiences while thriving in a fast-paced environment.
- Qualifications: Previous 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.
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
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 in Slough employer: Zara
At Zara, we pride ourselves on being an exceptional employer, offering a vibrant work culture that thrives on creativity and high standards. As a Customer Experience Manager, you will benefit from competitive salaries, a generous 25% staff discount, and numerous internal promotion opportunities, all while working in a fast-paced environment that values your growth and wellbeing. Join us in shaping inspiring store experiences and enjoy the unique advantage of being part of a global fashion leader committed to excellence and inclusivity.
