Customer Experience Manager

ZARA; Groningen; On-site; EUR 60,000 - 80,000; Full time

Job summary

ZARA is seeking a Customer Experience Manager to own the store journey and ensure interactions reflect the brand standards. You lead on the shop floor, coach the team, and connect product knowledge with service excellence to drive loyalty and sales.

You monitor CX KPIs, translate insights into actions, collaborate with HR on onboarding and development, and align with Product and Store teams to deliver a consistent experience across touchpoints.

Qualifications

• Applicants must have full authorization to work in the EU without sponsorship.

Responsibilities

• Lead on the in-store customer experience and coach the team to deliver brand standards.
• Monitor customer experience KPIs and use insights to refine processes and actions.
• Collaborate with HR for onboarding, training and development of the CX team.
• Coordinate with Product, Commercial and Store teams to ensure consistency across touchpoints.
• Manage customer flow and service coverage to keep the store ready to serve at all times.

Skills

Leadership

Customer focus

Analytical mindset

Organizational skills

People development

Cross-functional collaboration

Job description

A store’s success starts with our people

As a CX Manager, you take ownership of the customer journey in-store, ensuring every interaction reflects the brand’s standards and leaves a lasting impression. Through your leadership, you create a service culture where the team feels confident, engaged, and focused on delivering a consistent and high-quality experience.

You combine insight with action. You closely monitor customer experience KPIs, feedback, and in-store behaviors to understand what drives satisfaction and where to improve. Based on these insights, you adapt strategies, refine processes, and implement actions that elevate the customer journey while supporting sales performance.

You are highly present on the shop floor, leading by example and guiding the team in how to connect with customers. From product knowledge and sales techniques to the use of digital tools, you ensure the team is equipped to respond to different customer needs with confidence and consistency. You also stay close to customer trends and profiles, adapting daily priorities to reflect the reality of the store.

Leading and developing your team is a key part of your role. You manage and support the Customer Experience team, working closely with HR to ensure strong onboarding, training, and continuous development. Through regular feedback and follow-up, you help build a team that understands the direct link between experience, loyalty, and results.

You collaborate across functions, aligning with Product, Commercial, and Store teams to ensure a consistent approach to customer experience across all touchpoints. You also oversee customer flow and service coverage, ensuring the store is always ready to deliver at every moment.

What you bring

This role suits someone who takes ownership of the customer experience and is driven by delivering meaningful results. You are both people-focused and analytical, able to translate insights into clear actions. You bring strong organizational skills, a proactive mindset, and the ability to lead and inspire others in a fast-paced environment, always keeping the customer at the center of every decision.

Applicants must have full authorization to work in the EU without requiring sponsorship. We are unable to provide visa or work permit sponsorship for this position.