Customer Service Manager – Retail (London)

About the role

Zara is seeking a Customer Service Manager to lead the in‑store experience at its London location. You will own the end‑to‑end customer journey, ensuring fast, friendly service across fitting rooms, check‑outs and omnichannel touchpoints.

Key responsibilities

• Drive speed of service, queue management and overall flow during peak trading periods.
• Maintain product knowledge and styling support across the team.
• Support seamless integration of online and in‑store services.
• Coach, train and develop Customer Experts on the shop floor.
• Handle service recovery, customer queries and complaints confidently.
• Ensure cash‑desk, security and compliance procedures are followed.
• Maintain a safe, organised and efficient working environment.

Required profile

• Experience in a retail management or assistant‑manager role.
• Strong background in customer‑service leadership.
• Proven ability to coach teams in a high‑volume, fast‑paced environment.
• Excellent organisational skills and ability to prioritise under pressure.
• Clear, confident communicator who is people‑focused and solutions‑driven.

Required skills

What we offer

• Opportunity to work for a global fashion leader.
• Fast‑paced career development in a dynamic retail setting.
• Exposure to omnichannel retail operations.