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ZARA
Customer Experience Manager | Zara | UK & Ireland (Store-based)
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 doingLeading 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 loveYou 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.
Apply now to lead Zara’s customer experience—through strong routines, confident coaching and service standards that stand out at pace.
Matched to your profile
We surface this role because it matches profiles like yours, not because we vet the employer. Always confirm the pay, location, and remote details on ZARA's official site before you apply.