In-Store Customer Experience Leader

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

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