Customer Experience Manager

About the role

Lead the customer experience strategy for Zara in the UK & Ireland, ensuring every interaction reflects the brand and service standards while driving sales performance.

Key responsibilities

• Elevate the Customer Experience across stores and digital channels, analysing feedback and market trends to implement improvements.
• Champion omnichannel experiences, linking in‑store journeys with Zara.com and digital offerings.
• Collaborate with the Operations Manager to optimise customer flow, service coverage and resources.
• Lead and develop Customer Experts, delivering training on product knowledge, fashion trends and digital tools.
• Oversee payroll routines, employee relations and customer complaint resolution.

Required profile

• Proven senior fashion retail leadership experience (e.g., Customer Experience Manager, Deputy Store Manager, Department Manager).
• Strong commercial, operational and people‑management understanding.
• Track record of improving customer experience, service standards and satisfaction.
• Confidence managing payroll, employee relations and complaint escalations.
• Knowledge of store compliance, security, cash handling and loss‑prevention procedures.
• Ability to translate customer insights into actionable plans and commercial results.