Customer Experience Manager — Lead High-Volume Store Team

ZARA; Greater London; On-site; GBP 42,000 - 54,000; Full time

Job summary

Zara in London is seeking Managers – Customer Experience to lead our service culture on the shop floor and drive exceptional customer journeys across every touchpoint. You will own the end-to-end customer journey, coach a team of Customer Experts, handle service recovery and oversee daily operations to maintain fast, friendly service during peak trading.

This full-time role requires flexibility, including evenings and weekends, and a focus on seamless integration of online and in-store

Qualifications

• 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.

Responsibilities

• 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
• 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
• 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
• Manage customer queries and complaints with confidence
• Take ownership of solutions and turn challenges into positive experiences
• Support store routines, compliance and operational processes
• Ensure cash desk and security procedures are followed
• Maintain safe, organised and efficient working environments

Skills

Retail leadership

Customer service

Team coaching

Conflict resolution

Job description

Zara in London is seeking Managers – Customer Experience to lead our service culture on the shop floor and drive exceptional customer journeys across every touchpoint. You will own the end-to-end customer journey, coach a team of Customer Experts, handle service recovery and oversee daily operations to maintain fast, friendly service during peak trading.

This full-time role requires flexibility, including evenings and weekends, and a focus on seamless integration of online and in-store