Customer Service Manager

• Managers
• Customer Experience Zara (London Store )
• Full-time | Full flexibility required (including evenings & weekends)
• Based In Store Retail
• At Zara, our stores are fast-paced, high-energy environments where customer experience is everything.
• We’re looking for Managers
• Customer Experience to lead our service culture on the shop floor and drive exceptional customer journeys across every touchpoint.
• What you’ll do
• Lead the customer experience in store
• Own the end-to-end customer journey, from fitting rooms to checkouts
• Drive speed of service, queue management and overall flow during peak trading
• Ensure the team delivers strong product knowledge and confident styling support
• Support omnichannel services
• Ensure a seamless experience between online and in-store services
• Keep the team up to date with digital processes and service updates
• Improve how service areas operate to support customer flow
• Lead and develop your team
• Coach and develop a team of Customer Experts on the shop floor
• Set clear expectations and lead by example during busy trading periods
• Support training, onboarding and ongoing development
• Handle service recovery
• Manage customer queries and complaints with confidence
• Take ownership of solutions and turn challenges into positive experiences
• Drive daily operations and standards
• Support store routines, compliance and operational processes
• Ensure cash desk and security procedures are followed
• Maintain safe, organised and efficient working environments
• What we’re looking for
• Experience in a retail management or assistant manager role
• Strong background in customer service leadership
• Confidence handling complaints and resolving issues
• Proven ability to coach teams on the shop floor
• Experience working in high-volume, fast-paced environments
• Strong organisation and ability to prioritise under pressure
• The kind of leader you are
• Clear and confident communicator
• People-focused, supportive and motivating
• Calm under pressure and solutions-driven
• Strong attention to detail with a proactive mindset
• Why join Zara?

Be part of a global fashion leader with fast-paced career developmentWork in a dynamic environment where no two days are the sameGrow your leadership skills in a high-volume retail setting