CUSTOMER EXPERIENCE DEPUTY MANAGER

ZARA; Greater London; On-site; GBP 38,000 - 48,000; Full time

Benefits offered by this job

Refer a Friend

Internal promotion opportunities

Job summary

Zara UK & Ireland is seeking a Customer Experience Deputy Manager to lead the Customer Experts and own the end-to-end customer journey across store service areas and omnichannel experiences.

You will partner with management to elevate service standards, coach engagement, and build routines that work at peak pace, with flexibility including evenings and weekends.

Qualifications

• Proven track record in customer service leadership.
• Experience coaching customer engagement and selling behaviours.
• Ability to lead teams through high-volume peak periods.
• Strong analytical, systematic approach to reviewing performance.

Responsibilities

• Own service moments shaping CX: queue speed, fitting room, handling complaints.
• Manage daily omni-channel experiences linking online and store.
• Coach team to boost engagement, product confidence and selling skills.
• Support payroll and store routines while protecting standards.
• Lead performance reviews and PDPs for Customer Experts.

Skills

Customer leadership

Coaching engagement

Sales skills

Peak-time leadership

Analytical thinking

Job description

Customer Experience Deputy 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.

Zara is pace, product and precision. We bring trend-led collections to life fast—powered by sharp store teams who read the customer, react in real time, and turn insight into impact on the shop floor.

The role

As a Customer Experience Deputy Manager, you’ll put the customer at the centre of everything—leading the Customer Experts team while owning the end-to-end customer journey across key service areas and omnichannel experiences.

You’ll partner with the wider management team to improve performance by elevating service standards, coaching customer engagement, and building routines that work at peak pace.

This is a full-time role requiring full flexibility, including evenings and weekends.

What you’ll be doing

• Owning the service moments that shape the customer experience most: queue management & speed of service, fitting room experience, complaint handling & service recovery, and team selling behaviours/customer engagement.
• Driving the customer journey in-store by reacting daily to service needs and distributing resources across service areas to match demand.
• Supervising omnichannel experiences, ensuring a seamless connection between online and store, and keeping the team up to date with digital news.
• Coaching the team to deliver outstanding engagement from first interaction to purchase—building product confidence, trend awareness and selling skills.
• Managing and developing the Customer Experts team through performance reviews and PDPs, using LEAP, and building succession through development planning.
• Supporting service excellence through calm, effective complaint resolution—training teams to prevent repeat issues and escalating when needed.
• Supporting store routines that protect standards and results, including payroll/ER process compliance and deadlines.
• Supporting cash desk and security/funds procedures to ensure safe, consistent ways of working (including cash desk support, discrepancies follow-up, and security procedures).

What you’ll bring

• Strong customer service leadership background with clear service recovery capability.
• Proven ability to coach customer engagement and selling behaviours.
• Confidence leading a team in high-volume peak environments, staying calm and organised while standards stay high.
• Strong analytical, systematic approach—able to review service performance and follow up actions.

The mindset we love

You lead from the front—energising the team, raising service standards, and turning busy moments into great experiences. You’re people-focused and organised, you handle conflict confidently, and you follow through—because consistency is what makes customer experience stick.

What we offer

• 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.