Zara
Retail
CustomerExperienceDeputyManager
Neural analysis suggests this role is
optimal for experienced candidates.
“Customer Experience Deputy Manager at Zara. Skills: Customer experience leadership, Team leadership, Service recovery, Omnichannel execution. Own customer journey. Manage queue speed”
What You'll Achieve.
Drive service standards; Drive customer engagement; Drive omnichannel execution; Deliver consistent service recovery; Deliver customer satisfaction; Support conversion; Support customer experience; Prevent repeat issues
Industry & Context.
Service recovery; Issue resolution; Complaint handling; Conflict management; Solutions-focused
Full flexibility required, Evenings required, Weekends required
What They're Looking For.
Must Have
Managerial role experience, Customer service leadership background, Complaint handling experience, Service recovery experience, Coach customer engagement behaviours, Coach selling behaviours, Lead teams through peak trading, Calm decision-making, Organisation under pressure, Analytical approach to service performance, Systematic approach to service performance, Follow-up actions on service performance
Nice to Have
Department manager level experience
What You'll Do.
Manage fitting room experience
Handle customer complaints
Drive customer engagement
Drive team selling behaviours
React to service needs
Protect customer satisfaction
Deliver product knowledge
Support customer experience
Supervise omnichannel experiences
Align team with digital updates
Execute service consistently
Lead Customer Experts team
Coach Customer Experts team
Develop Customer Experts team
Drive daily standards
Set clear expectations
Conduct structured training
Handle customer complaints confidently
Handle customer complaints constructively
Ensure appropriate escalation
Learn to prevent repeat issues
Support store routines
Support compliance activities
Support people processes
Support payroll processes
Support key deadlines
Support safe store operations
Support consistent store operations
Follow up on discrepancies
Maintain safe working areas
Maintain organised working areas
Support sustainability ways of working
How You'll Work.
Team & Collaboration
Customer Experts team; Store Management Team; Service teams; Service areas; Online and store connection; Cross-functional teams
Communication Scope
Clear communication; Confident communication; Influence standards
Full Job Description
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, e
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