CUSTOMER EXPERIENCE MANAGER LONDON
At a glance
Manager-level Customer Success role at INDITEX. London · full-time · no salary stated · we estimate £55,830–£113,750.
INDITEX has not published a salary for this role. The figure below is our estimate, not theirs.
growthroles summary, based on the employer's posting.
What you'll do
- Shape customer service across stores and Zara.com, keeping interactions aligned with service standards
- Use customer feedback, shopping behaviour and market trends to plan improvements and support sales
- Work with the Operations Manager on customer flow, service coverage and staffing resources
- Coach Customer Experts, lead performance and development conversations, and deliver training on service, products and digital tools
- Handle escalated complaints and oversee payroll routines, employee relations and store compliance
What you bring
- You have led at a senior level in fashion retail, such as a department or store leadership role
- You understand retail results across commercial, operational and people management responsibilities
- You have improved customer experience and service standards, and can turn customer insight into action
- You can manage payroll and employee relations, resolve escalated complaints, and oversee loss prevention and store controls
Who this fits
This suits a hands-on fashion retail leader who can develop a team while connecting customer service to commercial performance. The role is based in Zara London stores and requires full flexibility, including evenings and weekends.
From the employer
CUSTOMER EXPERIENCE MANAGER
ZARA | UK & IRELAND
Lead the experience. Inspire the team. Drive the business.
At Zara, we believe every customer interaction is an opportunity to make a difference. We’re looking for an inspiring, commercially minded Customer Experience Manager who is passionate about fashion, people and creating exceptional customer experiences.
This is an exciting opportunity for an experienced fashion retail leader to shape the customer journey, elevate service standards and empower teams to deliver outstanding experiences across both our stores and digital channels.
If you thrive in a fast-paced environment, lead with confidence and turn customer insights into commercial results, we want to hear from you.
YOUR ROLE: MAKE EVERY EXPERIENCE COUNT
Elevate the Customer Experience
Lead the customer experience strategy, ensuring every interaction reflects Zara’s brand and service standards.
Drive sales performance by strengthening customer engagement, service behaviours and conversion.
Analyze customer feedback, behaviour and market trends to identify opportunities and implement impactful improvements.
Champion omnichannel experiences, connecting the in-store journey with Zara.com and our digital offering.
Collaborate with the Operations Manager to optimize customer flow, service coverage and resources,.
Lead the resolution of customer complaints, turning challenges into opportunities to build trust and loyalty.
Inspire, Develop and Empower People
Lead, coach and develop Customer Experts, creating a high-performing team focused on customer needs and commercial success.
Drive performance conversations, Personal Development Plans and career progression
Deliver engaging training on customer interaction, product knowledge, fashion trends, styling vocabulary and digital tools.
Build a customer-first culture by matching customer needs with team strengths and encouraging meaningful engagement.
Lead by example, promote wellbeing and inclusion, and ensure HR policies, the Code of Conduct and employee relations processes are followed.
Oversee payroll routines and ensure accuracy, accountability and compliance.
WHAT YOU BRING
We’re looking for a proven fashion retail leader who combines commercial awareness with a genuine passion for people and customers.
Essential experience and capabilities:
Proven experience in a senior fashion retail leadership role, such as Customer Experience Manager, Deputy Store Manager, Department Manager or equivalent.
A strong understanding of retail performance across commercial, operational and people management.
A demonstrable track record of improving customer experience, service standards, engagement and customer satisfaction.
Confidence managing payroll routines, employee relations processes and customer complaint escalations.
Strong knowledge of store compliance, security, cash and funds management, and loss-prevention procedures.
The ability to translate customer insights into clear action plans, measurable improvements and commercial results.
THE MINDSET THAT SETS YOU APART
You are a leader who:
Puts the customer first and creates experiences that build lasting loyalty.
Inspires others through clear communication, collaboration and leading by example.
Thinks commercially and understands how exceptional service drives business performance.
Acts with confidence when resolving conflict, solving problems and making decisions.
Works with purpose through strong organisation, analytical thinking and consistent follow-through.
Embraces change and is always looking for new ways to learn, improve and innovate.
WHY ZARA?
Join a dynamic, international fashion business where no two days are the same. You’ll have the opportunity to influence how customers experience Zara, develop talented people and contribute to the continued success of a fast-moving retail environment.
We value initiative, creativity, collaboration and a passion for continuous improvement. Your leadership can help shape not only the customer journey, but also the growth and development of the people around you.
ROLE DETAILS
Location: Zara London stores
Contract: Full-time
Reporting to: Store Director / General Manager
Availability: Full flexibility required, including evenings and weekends
READY TO MAKE AN IMPACT?
If you’re passionate about fashion, driven by customer excellence and ready to lead a team that makes every interaction count, take the next step in your Zara journey.
Lead with purpose. Inspire with passion. Create exceptional experiences.
OUR COMMITMENT TO INCLUSION
At Inditex, we are an equal opportunities employer committed to diversity, multiculturalism, inclusion and acceptance. We believe that different perspectives make us stronger, and we welcome talent from all backgrounds.
This job description outlines the key responsibilities and expectations of the role and is not exhaustive. Additional duties may be required in line with business needs.
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