Customer Service Manager

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

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