CUSTOMER EXPERIENCE DEPUTY MANAGER

Inditex; Greater London; On-site; GBP 32,000 - 42,000; Full time

Benefits offered by this job

Competitive salary

Staff discount 25%

More4Less benefits

Refer a Friend

Internal promotions

Job summary

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

You’ll partner with the management team to raise service standards, coach engagement, and build routines that perform at peak pace, including evenings and weekends.

Qualifications

• Experience in a managerial role at department level.
• Strong leadership of customer service teams.
• Proven coaching of customer engagement and selling behaviours.
• Experience leading teams in high-volume peak periods.
• Analytical, systematic approach to review service performance.

Responsibilities

• Own service moments shaping customer experience, incl. queue speed and fitting room.
• Allocate resources daily to match in-store demand.
• Supervise omnichannel experiences and keep teams updated on digital news.
• Coach team to deliver engagement from first contact to purchase.
• Develop Customer Experts through performance reviews and PDPs.
• Support service excellence with effective complaint resolution.
• Ensure payroll/ER compliance and store routines uphold standards.
• Oversee cash desk and security procedures.

Skills

Managerial experience

Customer service leadership

Coaching customer engagement

High-volume leadership

Analytical mindset

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

• Previous experience in a managerial role (department manager level preferable).

• 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

• 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.