Customer Service Manager

Managers – Customer Experience Zara (London Store )

Full-time | Full flexibility required (including evenings & weekends

)Based In Store Retail

At Zara, our stores are fast-paced, high-energy environments where customer experience is everything. We’re looking for Managers – Customer Experience to lead our service culture on the shop floor and drive exceptional customer journeys across every touchpoint.

What you’ll do

Lead the customer experience in store

Own the end-to-end customer journey, from fitting rooms to checkouts

Drive speed of service, queue management and overall flow during peak trading

Ensure the team delivers strong product knowledge and confident styling support

Support omnichannel services

Ensure a seamless experience between online and in-store services

Keep the team up to date with digital processes and service updates

Improve how service areas operate to support customer flow

Lead and develop your team

Coach and develop a team of Customer Experts on the shop floor

Set clear expectations and lead by example during busy trading periods

Support training, onboarding and ongoing development

Handle service recovery

Manage customer queries and complaints with confidence

Take ownership of solutions and turn challenges into positive experiences

Drive daily operations and standards

Support store routines, compliance and operational processes

Ensure cash desk and security procedures are followed

Maintain safe, organised and efficient working environments

What we’re looking for

Experience in a retail management or assistant manager role

Strong background in customer service leadership

Confidence handling complaints and resolving issues

Proven ability to coach teams on the shop floor

Experience working in high-volume, fast-paced environments

Strong organisation and ability to prioritise under pressure

The kind of leader you are

Clear and confident communicator

People-focused, supportive and motivating

Calm under pressure and solutions-driven

Strong attention to detail with a proactive mindset

Why join Zara?

Be part of a global fashion leader with fast-paced career development

Work in a dynamic environment where no two days are the same

Grow your leadership skills in a high-volume retail setting