In-Store CX Leader: Elevate Service & Growth

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

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.