Customer Service Manager

ZARA; Greater London; On-site; GBP 28,000 - 40,000; Full time

Job summary

Zara – London store is seeking a Manager to lead the customer experience on the shop floor. You will own end-to-end journeys from fitting rooms to checkouts, drive speed of service and ensure a seamless link between online and in-store experiences, especially during peak trading.

You’ll coach and develop a team of Customer Experts, support training and onboarding, uphold standards, manage store routines and respond effectively to customer queries, with flexibility for evenings and weekends as

Qualifications

• Experience in a retail management or assistant manager role.
• Strong background in customer service leadership.
• Ability to coach teams on the shop floor.
• Experience working in high-volume, fast-paced environments.

Responsibilities

• Lead the customer experience in store across all touchpoints.
• Own end-to-end customer journeys from fitting rooms to checkouts.
• Drive speed of service and queue management during peak times.
• Ensure product knowledge and styling support is delivered.
• Maintain alignment between online and in-store services.
• Coach and develop a team of Customer Experts.
• Handle customer queries and complaints with confidence.

Skills

Retail management

Customer service leadership

People management

Conflict resolution

Job description

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
• 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 development
• Work in a dynamic environment where no two days are the same
• Grow your leadership skills in a high-volume retail setting