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Lead the store's customer experience strategy across all sales channels to drive sales and improve service standards. Manage team performance, oversee payroll and ER processes, and ensure operational compliance regarding security and safety.
Requires proven senior leadership experience in fashion retail with a track record of improving customer satisfaction. Must be proficient in commercial operations, people management, and high-accountability routines like payroll and loss prevention.
Job Description: Customer Experience Manager (Store-based) | Zara | UK & Ireland
Job purpose
To lead Zara’s customer experience across all sales channels by putting the customer at the centre of daily actions, developing strategies that improve store team performance and store sales, and ensuring the best possible in-store experience.
Contract
Full-time. Full flexibility required (evenings and weekends).
Reporting to
Store Director / General Manager.
Key responsibilities
Customer experience and omnichannel
Work with the management team to achieve and exceed store sales targets through enhancing customer experience.
Understand and analyse customer behaviour to implement strategies based on current and potential market trends.
Monitor customer experience performance, adapt strategies and ensure consistent follow-up.
Drive all omnichannel experiences, ensuring seamless integration of online with physical store experiences.
Stay up to date with Zara.com and digital marketing strategies to share key updates with the team and customers.
Partner with the Operations Manager to understand the customer journey, ensure sufficient cover in key service areas, and optimise resources using Orquest.
Support and train teams to resolve customer complaints and proactively reduce recurrence of incidents; maintain regular communication with the Customer Service Department.
People, wellbeing and capability building
Promote HR policies, procedures and the Code of Conduct by leading by example; contribute to a healthy and positive store atmosphere.
Lead and develop Customer Experts through performance reviews and PDPs using LEAP, monitoring progression and building succession plans.
Ensure correct implementation of customer experience training, including training on engagement-to-purchase and on product awareness, trends, vocabulary, devices and tools to close the sale successfully.
Implement strategies to meet customer needs by aligning customer profiles with team strengths; build loyalty-focused actions.
Own payroll processes and ensure ER processes are followed in line with company policy.
Store standards, security and ways of working
Support actions to minimise stock loss with the management team.
Ensure security and funds management procedures are followed rigorously, including cash desk support, discrepancy monitoring, banking follow-up and incident follow-up with L&P.
Maintain safe, organised working areas and uphold company Health & Safety requirements through housekeeping and safe working practices.
Act as an ambassador for the company’s sustainability project, supporting innovative and efficient ways of working.
Experience and qualifications (non-negotiables)
Proven experience in a senior store leadership role within fashion retail (Customer Experience Manager / Deputy Store Manager / Department Manager level or equivalent).
Strong understanding of the business from a commercial, operational and people perspective.
Demonstrable track record leading store customer experience strategy: improving service standards, engagement behaviours and customer satisfaction.
Confidence owning high-accountability routines including payroll/ER process compliance and customer complaint escalation.
Strong experience with store compliance and risk routines, including security/funds management processes and loss-prevention collaboration (where required by store).
The mindset we love
Customer-service driven, with strong communication, collaboration and problem-solving.
Confident managing and resolving conflict.
Strong organisation and time management; systematic and analytical in approach.
Influential and engaging leader; leads by example and develops others.
Creative thinker who can translate insight into practical strategies and follow-through.
Positive attitude towards self-development.
Note
This job description supports role clarity and recruitment and is not exhaustive; additional tasks may be required.
Inclusion
Inditex is an equal opportunities employer committed to diversity, multiculturalism, inclusion and acceptance.
Zara, Pull&Bear, Massimo Dutti, Bershka, Stradivarius, Oysho, Zara Home
What is Inditex? Inditex comprises seven brands: Zara, Pull&Bear, Massimo Dutti, Bershka, Stradivarius, Oysho and Zara Home. We sell in 213 markets through our online platforms and our over 5.800 stores. But… What is Inditex? We are the clothes you choose to wear, the products with which you decorate your home, or celebrate a special occasion. You choose us. We are decisive. We trust in the ability and instincts of our professional team. We have got to where we are today thanks to them and the hard work of those people who have shown us where we can improve. We reinvent ourselves, we correct our mistakes and we keep moving forward. We react. #morethanajob
Offices: Avda. de la Diputación s/n, Arteixo, A Coruña 15143, ES · Avenida da Diputacion, Arteixo, Galicia 15142, ES · Carretera de Barcelona, Cerdanyola del Valles, Catalonia 08290, ES · Calle Severo Ochoa, Elche, Valencian Community 03290, ES
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