Deputy Customer Experience Manager

About the role

Zara Liverpool is seeking a Deputy Customer Experience Manager to lead the in‑store service culture. You will own the full customer journey, ensuring a seamless, high‑energy experience across fitting rooms, check‑outs and omnichannel touchpoints.

Key responsibilities

• Lead the customer experience on the shop floor and manage queue flow during peak periods.
• Drive speed of service, product knowledge and styling support for the team.
• Support omnichannel integration and keep staff updated on digital processes.
• Improve service area operations to optimise customer flow.
• Coach, train and develop a team of Customer Experts, setting clear expectations.
• Handle service recovery, manage complaints and turn challenges into positive outcomes.
• Oversee daily store operations, cash‑desk and security procedures, and maintain a safe, organised environment.

Required profile

• Experience in a retail management or assistant manager role.
• Strong background in customer‑service leadership and complaint handling.
• Proven ability to coach and develop shop‑floor teams.
• Experience in high‑volume, fast‑paced retail environments.
• Excellent organisation, prioritisation and communication skills.
• People‑focused, calm under pressure and detail‑oriented.

Required skills

What we offer

• Opportunity to work for a global fashion leader.
• Dynamic environment with fast‑paced career development.
• Growth of leadership skills in a high‑volume retail setting.