Zara Newcastle Customer Experience Manager

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.
  
  

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