Customer Experience Manager

About the role

As a Customer Experience Manager at Zara in London, you will own the store‑wide customer journey and omnichannel experience. You will set service standards, build the routines that deliver them, and develop high‑performing Customer Experts teams in a fast‑moving fashion retail environment.

Key responsibilities

• Lead service recovery by handling customer complaints, coaching the team and reducing repeat issues.
• Drive customer engagement and team selling behaviours, helping staff connect customers to product.
• Build team capability through training, coaching and setting clear standards for Customer Experts and Team Leaders.
• Manage peak trading and service flow (queues, fitting rooms, service points) by planning resources and reacting in real time.
• Own the omnichannel experience in‑store, ensuring seamless service across digital and physical touchpoints.
• Use service insight and performance reviews to identify improvements, implement actions and track impact.
• Create a positive team culture, supporting wellbeing, recognition and consistent leadership.

Required profile

• Previous management experience in fashion retail with strong customer‑experience ownership.
• Proven people leadership across multiple layers (Customer Experts and Team Leaders/Supervisors).
• Confident in service recovery and complaint handling – calm, fair and solutions‑focused.
• Strong coaching ability to raise customer engagement and selling behaviours.
• Able to design and deliver training that improves team capability and consistency.
• Highly organised and effective under pressure in a fast‑paced, high‑volume environment.

Required skills