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 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.