Zara Reading Customer Experience Deputy Manager

Job Description: Customer Experience Deputy Manager (Store-based) | Zara | UK & Ireland

Job purpose

To lead Zara’s customer experience by driving service standards, customer engagement and omnichannel execution across key service areas. You will lead and develop the Customer Experts team, build effective routines for peak trading, and ensure service recovery and customer satisfaction are consistently delivered.

Contract

Full-time. Full flexibility required, including evenings and weekends.

Reporting to

Store Management Team.

Key responsibilities

Customer journey and service standards

• Own the end-to-end customer journey across service moments, with particular focus on queue management & speed of service, fitting room experience, complaint handling/service recovery, and customer engagement/team selling behaviours.

• React daily to service needs and distribute resources across service areas to match trading demand and protect customer satisfaction.

• Ensure service teams deliver strong product knowledge (newness, best sellers, trends) and confident alternatives that support conversion and experience.

Omnichannel and store services

• Supervise and improve omnichannel experiences, ensuring a seamless connection between online and store and keeping the team aligned with digital updates.

• Support consistent service execution across areas based on customer needs and store priorities (e.g., service points/operations that impact customer flow).

People leadership and team development

• Lead, coach and develop the Customer Experts team through performance reviews and PDPs, using LEAP, and building succession through development planning.

• Drive daily standards through floor leadership, clear expectations and regular follow-up—especially during peak trading.

• Support onboarding and capability building through structured training aligned to customer experience expectations.

Service recovery and issue resolution

• Handle customer complaints confidently and constructively, ensuring appropriate escalation and learning to prevent repeat issues.

Ways of working, compliance and routines

• Support store routines and compliance activities linked to people processes, payroll/ER processes and key deadlines.

• Support safe and consistent store operations through cash desk/security routines and discrepancy follow-up, in line with company procedures.

• Maintain safe, organised working areas and support sustainability ways of working in line with company standards.

Experience and qualifications

• Previous experience in a managerial role (department manager level preferable).

• Strong customer service leadership background, including confident complaint handling and service recovery.

• Proven ability to coach customer engagement and selling behaviours on the shop floor.

• Experience leading teams through high-volume peak trading with calm decision-making and strong organisation.

• Strong analytical and systematic approach to reviewing service performance and following up actions.

The mindset we like

• Clear, confident communication and the ability to influence standards across service areas.

• Strong organisation, prioritisation and time management; effective under pressure and change.

• People-focused leadership style: coaches, motivates and builds accountability in the team.

• Resilient and solutions-focused with confident conflict management when needed.

Note

This job description outlines the main responsibilities of the role and is not exhaustive; additional tasks may be required to support store needs.

Inclusion

Inditex is committed to an inclusive recruitment process and can provide adjustments for people with disabilities or long-term conditions.

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