About this role
Customer Experience Deputy Manager | Zara | UK & Ireland (Store-based)
About us
Inditex is a global fashion retail group behind brands including Zara, Massimo Dutti, Pull&Bear, Bershka, Stradivarius, Oysho and Zara Home . Zara is pace, product and precision. We bring trend-led collections to life fast—powered by sharp store teams who read the customer, react in real time, and turn insight into impact on the shop floor. The role As a Customer Experience Deputy Manager , you’ll put the customer at the centre of everything—leading the Customer Experts team while owning the end-to-end customer journey across key service areas and omnichannel experiences . You’ll partner with the wider management team to improve performance by elevating service standards, coaching customer engagement, and building routines that work at peak pace.
- This is a full-time role requiring full flexibility , including evenings and weekends.
- What you’ll be doing Owning the service moments that shape the customer experience most: queue management & speed of service , fitting room experience , complaint handling & service recovery , and team selling behaviours/customer engagement . Driving the customer journey in-store by reacting daily to service needs and distributing resources across service areas to match demand.
- Supervising omnichannel experiences, ensuring a seamless connection between online and store, and keeping the team up to date with digital news.
- Coaching the team to deliver outstanding engagement from first interaction to purchase—building product confidence, trend awareness and selling skills.
- Managing and developing the Customer Experts team through performance reviews and PDPs, using LEAP, and building succession through development planning.
- Supporting service excellence through calm, effective complaint resolution—training teams to prevent repeat issues and escalating when needed.
- Supporting store routines that protect standards and results, including payroll/ER process compliance and deadlines.
- Supporting cash desk and security/funds procedures to ensure safe, consistent ways of working (including cash desk support, discrepancies follow-up, and security procedures).
- What you’ll bring Previous experience in a managerial role (department manager level preferable).
- Strong customer service leadership background with clear service recovery capability.
- Proven ability to coach customer engagement and selling behaviours . Confidence leading a team in high-volume peak environments, staying calm and organised while standards stay high.
- Strong analytical, systematic approach—able to review service performance and follow up actions.
- The mindset we love You lead from the front—energising the team, raising service standards, and turning busy moments into great experiences.
- You’re people-focused and organised, you handle conflict confidently, and you follow through—because consistency is what makes customer experience stick.
What we offer
- Competitive salary 25% staff discount More4Less benefits scheme Refer a Friend programme Internal promotion opportunities Inclusion We’re committed to an inclusive recruitment process and can provide adjustments for people with disabilities or long-term conditions.
- Apply now to lead Zara’s customer experience—through strong routines, confident coaching, and a team that delivers standout service at pace.