Customer Experience Deputy Manager - Zara

About the role

Zara, part of Inditex, is hiring a Customer Experience Deputy Manager in London. You will lead the Customer Experts team and own the end-to-end customer journey across key service areas and omnichannel experiences, partnering with the wider management team to raise service standards and coach customer engagement. This is a full-time, on-site role requiring full flexibility, including evenings and weekends.

Key responsibilities

• Own service moments such as queue management and speed of service, fitting room experience, complaint handling and service recovery, and team selling behaviours.
• React daily to service needs and distribute resources across service areas to match demand.
• Supervise omnichannel experiences and keep the team up to date with digital news.
• Coach the team on engagement, product confidence, trend awareness and selling skills.
• Manage and develop the Customer Experts team through performance reviews and PDPs, using LEAP, and build succession through development planning.
• Support service excellence through calm complaint resolution, training teams to prevent repeat issues and escalating when needed.
• Support store routines including payroll/ER compliance and deadlines, and cash desk and security/funds procedures.

Required profile

• Previous experience in a managerial role (department manager level preferable).
• Strong customer service leadership background with clear service recovery capability.
• Proven ability to coach customer engagement and selling behaviours.
• Confident leading a team in high-volume peak environments, staying calm and organised.
• Analytical, systematic approach to reviewing service performance and following up actions.

What we offer

• Competitive salary.
• 25% staff discount.
• More4Less benefits scheme.
• Refer a Friend programme.
• Internal promotion opportunities.