Deputy Customer Experience Manager ZARA LIVERPOOL

Customer Experience Deputy Manager – Zara Liverpool (Full Time)

Location: Liverpool
Contract: Full-time Based In Store

At Zara, we operate in a fast-paced retail environment where customer demand changes daily. We’re looking for a Customer Experience Deputy Manager who can lead from the shop floor, support the management team, and ensure customers receive a consistent and efficient experience across all channels.

This role isn’t office-based – you’ll spend most of your time on the floor, managing priorities in real time, supporting the team, and reacting to store needs as they happen.

The Role

You’ll be responsible for delivering strong customer experience standards while supporting the store to meet sales targets. This means understanding customer behaviour, managing service coverage, and leading a team that can respond quickly to demand across fitting rooms, tills, shop floor and click & collect.

You will work closely with the General Manager and Customer Experience Manager to drive performance and improve how the store operates day to day.

Key Responsibilities

Customer Experience & Commercial Performance

• Support the management team to achieve and exceed store targets through strong customer service delivery

• Monitor customer behaviour and adapt team focus based on traffic, peak times and trends

• Ensure consistent standards across all service areas including shop floor, cash desk and fitting rooms

• Oversee omnichannel services (click & collect, returns, online orders) ensuring a smooth process for customers

• React daily to redistribute team resources based on store priorities

• Use tools to optimise team coverage in key areas

• Monitor customer experience KPIs and take action where needed

• Handle and support resolution of customer complaints, escalating where necessary

• Work closely with Customer Service teams to resolve ongoing issues

• Support stock loss prevention and follow agreed action plans

People Management & Team Development

• Lead by example in behaviour, standards and work ethic on the shop floor

• Create a positive, realistic working environment in a high-pressure retail setting

• Support and develop the team through regular feedback and performance reviews (LEAP/PDPs)

• Identify talent within the team and support internal progression

• Ensure training is completed and applied, particularly around customer interaction and product knowledge

• Coach team members on how to handle customers, close sales and manage busy periods

• Ensure HR policies and company procedures are followed consistently

• Support with payroll deadlines and ER processes where required

Operations, Security & Compliance

• Support cash desk operations including opening/closing and issue resolution

• Monitor cash discrepancies and report concerns

• Follow all security and loss prevention procedures

• Support management of the security team and related processes

• Ensure all banking and cash handling procedures are followed accurately

Health & Safety

• Maintain safe working conditions on the shop floor and in back of house

• Ensure housekeeping standards are followed at all times

• Act quickly to reduce risk to employees and customers

What We’re Looking For

• Previous experience in a retail leadership role (Department Manager level or similar preferred)

• Strong understanding of fast-paced retail operations

• Able to make quick decisions and manage changing priorities

• Confident handling customer issues and team challenges

• Clear communicator who can give direct feedback and direction

• Organised and able to manage time effectively during busy periods

• Comfortable working on the shop floor and leading from the front

• Focused on improving performance, not just maintaining it

• Positive attitude towards learning and development

What to Expect

• A physically active role with long periods on the shop floor

• Weekend and evening work as standard

• High levels of customer demand, especially during peak trading

• Responsibility for both people and operational decisions

If you're looking for a role where you can take ownership, support a team, and work in a fast-moving retail environment, apply now.

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