Zara Customer Experience Manager

Zara; Bruxelles; On-site; CAD 60,000 - 80,000; Full time

Job summary

A leading fashion retailer in Brussels is looking for a Customer Experience Manager to enhance customer satisfaction in-store. This role involves delivering exceptional service, coaching the team, and developing strategies to improve the customer experience. The ideal candidate is detail-oriented, possesses strong communication skills, and is passionate about creating memorable experiences for customers.

Benefits

Competitive salary

25% staff discount

Meal vouchers worth €8

Growth and development opportunities

Language learning support

Qualifications

• Passion for customer experience.
• Experience in team coaching.
• Flexibility and hands-on approach.

Responsibilities

• Deliver outstanding customer service.
• Track results to improve in-store experience.
• Train team on customer focus and communication.
• Promote in-store initiatives and sales.
• Analyze mystery shopper results monthly.
• Identify customer types and tailor service.
• Support team with product knowledge.
• Ensure sufficient staff coverage based on customer flow.
• Respond to customer issues effectively.
• Contribute to sustainable initiatives.

Skills

Detail-oriented

Excellent communication skills

Problem-solving mindset

Team development

Customer service

Job description

Overview

WE ARE LOOKING FOR YOU AS CUSTOMER EXPERIENCE MANAGER (M/F/X) IN OUR ZARA STORE IN BRUSSELS ( Rue Neuve)

What you can look forward to

• Competitive Salary: An attractive compensation package, including holiday and end-of-year bonuses.
• Staff Discount: Enjoy a 25% discount on the latest collections across all our brands.
• Benefits @ Work : Access to exclusive discounts on a wide range of products and services.
• Meal Vouchers: Worth €8 per working day.
• Language Learning Support: Improve your language skills with benefits like a free The Language Hub subscription.
• Growth & Development: Opportunities for advancement through internal promotions, e-learning, and continuous training.
• Social Initiatives: Get involved in social projects and contribute to a better society.
• Internal Connectivity: Stay connected through our INET app, keeping you in touch with your team.

How we imagine you

You are a true People & Service Leader with a passion for customer experience. With a keen eye for detail, excellent communication skills, and a strong problem-solving mindset, you know how to turn every store visit into a memorable experience. You are flexible, hands-on, and experienced in team development and coaching.

Do something amazing every day: What you will do every day

As a Customer Experience Manager, you are the go-to person for everything related to customer satisfaction. You make sure customers feel welcome, leave with a smile—and want to come back.

What you will do (Responsibilities)

• Customer First: Deliver outstanding customer service, both on the shop floor and when handling after-sales queries or complaints.
• Analysis & Strategy:Track results and create strategies to improve the in-store customer experience.
• Team Coaching: Train the team in customer focus, communication, Store Mode, and how to use in-store devices.
• Multi-Channel Awareness: Promote Store Mode, iPod sales, and share Zara.com promotions with the team.
• Mystery Shopper: Carry out monthly analysis of results and create action plans based on findings.
• Customer Profiles: Identify different customer types in-store and tailor service accordingly.
• Product Knowledge: Support the team with knowledge of collections, bestsellers, and fashion trends.
• Floor Focus: Ensure sufficient staff coverage based on customer flow and store activity.
• Conflict Management: Respond to customer issues quickly and effectively, with empathy and decisiveness.
• Sustainability Ambassador: Actively contribute to and promote sustainable initiatives within the store.
• Health & Safety: Ensure compliance with company policies on safety and well-being.

AT INDITEX WE LOVE YOU FOR WHO YOU ARE!

Our team is made up of individuals with diverse profiles, cultures, and experiences, and we are proud to promote a workplace where everyone can bring their best selves. Building a diverse and inclusive environment is key to achieving our shared goals.

At Inditex, you'll find more than just a job!