Customer Experience Manager

Customer Experience Manager | Zara Newcastle | Full-Time

At Zara, we create inspiring store experiences where fashion, product and styling come together to bring the latest trends to life. As part of the Inditex Group, we're a global fashion retailer known for our creativity, agility and customer focus.

Our stores are fast-paced, dynamic environments where people are empowered to grow, develop and make an impact. We are committed to creating an inclusive workplace where everyone feels valued, respected and supported.

We are currently looking for a Customer Experience Manager to join our team in Zara Newcastle
.

As a Customer Experience Manager, you will own the store-wide customer journey and omnichannel experience, ensuring every customer receives exceptional service from the moment they enter the store.

You will lead and develop Customer Our Store Teams creating strong routines, clear service standards and a culture focused on delivering outstanding customer experiences. Working closely with the Store Manager, Deputy Manager, Operations Manager and Commercial Managers, you will help ensure busy trading periods run smoothly while maintaining high service standards at all times.

This is a full-time role requiring flexibility across weekdays, evenings and weekends.

• Lead customer experience standards across the entire store.
• Take ownership of customer complaints and service recovery, ensuring issues are resolved quickly and professionally.
• Build team confidence through coaching and feedback to reduce repeat customer issues.
• Create a welcoming, engaging and service-driven culture.

• Lead, motivate and develop Customer Experts, Team Leaders and Supervisors.
• Deliver coaching and training that improves service consistency and customer engagement.
• Set clear expectations and performance standards across service areas.
• Support team wellbeing, recognition and engagement.
• Encourage strong customer interactions through product knowledge and styling advice.
• Support teams in identifying customer needs and recommending suitable products.
• Drive team-selling behaviours and service presence across the shop floor.
• Ensure customers receive a seamless and personalised shopping experience.
• Oversee the in-store omnichannel experience, ensuring digital and physical touchpoints work seamlessly together.
• Ensure teams remain informed and aligned with process updates and service changes.
• Manage service flow across fitting rooms, cash desks, queues and customer service areas.
• React quickly to changing customer demands and trading conditions.

• Use customer feedback, service insights and performance data to identify opportunities for improvement.
• Implement action plans and monitor results.
• Work collaboratively with the senior leadership team to improve customer satisfaction and store performance.
• Maintain high standards during peak trading periods.

We’re looking for a passionate retail leader who loves creating outstanding customer experiences and developing high-performing teams.

You will bring:

• Previous management experience within fashion retail.
• Strong ownership of customer service and customer experience standards.
• Proven leadership experience managing and developing teams.
• Confidence handling complaints and service recovery situations.
• Strong coaching and development skills.
• Excellent communication and relationship-building abilities.
• Strong organisational skills and attention to detail.
• The ability to remain calm and effective in a fast-paced environment.
• A proactive and solutions-focused mindset.
• A genuine passion for people, fashion and customer experience.

You’ll be a visible and approachable leader who thrives during busy trading periods. You enjoy coaching others, solving problems and creating positive experiences for customers and colleagues alike. You lead with empathy, energy and consistency while always looking for ways to improve.

• 25% employee discount across all Inditex brands
• More4
  
  Less benefits platform
• Refer a Friend programme
• Internal promotion and career development opportunities
• Ongoing training and support
• Opportunity to develop your career within Zara and the wider Inditex Group

At Zara, we are committed to creating an inclusive environment where everyone feels they belong. We welcome applications from people of all backgrounds and experiences. If you require any adjustments during the recruitment process, we’ll work with you to provide the support you need.