Deputy Customer Experience Manager

Position: DEPUTY CUSTOMER EXPERIENCE MANAGER
Description
A store’s success starts with our people. As Deputy CX Manager, you support the delivery of strong and consistent customer experience in‑store, working closely with the CX Manager to bring the service strategy to life. You take ownership of the day‑to‑day execution, ensuring that every customer interaction reflects the brand’s standards and contributes to overall store performance. You stay close to the operation, using customer experience KPIs, feedback, and in‑store observations to understand what’s working and where to improve.

You take initiative to act on these insights, adapting the approach as needed, refining processes, and helping the team adapt to customer needs and sales dynamics. You lead by example on the shop floor, guiding the team in how to connect with customers and deliver high‑level service. From product knowledge and sales techniques to the use of digital tools, you ensure the team is prepared, confident, and consistent across all touchpoints.

You are also ready to step in and handle more complex or sensitive customer situations when needed.

Supporting and developing the team is a key part of your role. You work closely with the CX Manager and HR to ensure effective onboarding, training, and continuous development. Through regular feedback and follow‑up, you help build a team that understands the impact of customer experience on loyalty and results. You collaborate with Product, Commercial, and Store teams to ensure alignment across the store, while also monitoring customer flow and service coverage to maintain a smooth and efficient experience throughout the day.

What you bring:

This role suits someone who is hands‑on, proactive, and motivated to grow. You’re comfortable working with both people and performance, with the ability to organise, prioritise, and adapt quickly in a fast‑paced environment. You bring strong communication skills, a solution‑oriented mindset, and a sense of ownership in delivering consistent and high‑quality customer experience. Applicants must have full authorisation to work in the EU without requiring sponsorship.

We are unable to provide visa or work permit sponsorship for this position.

Details

Brand:
Zara

Location:

Utrecht, Netherlands

Benefits

Competitive salary that ranks among the highest in the retail sector in the Netherlands. Employees receive the same pay regardless of age.

Growth opportunities through internal promotion; internal job portal INTALENT makes it easy to find open positions.

Learning platform TRA!

N provides a diverse range of courses tailored to professional development.

Company discount: 25% employee discount at all stores and brands in the Netherlands.

Travel allowance: reimbursement for travel expenses if you live more than 5 km from the store, up to €12.60 per day.

Annual holidays: 5 weeks’ holiday per year, with additional holidays for long‑term service.

Pension plan with employer contributions.

Benefits @ Work: exclusive discounts from top brands.

Language hub:
English and Spanish courses.

Festive voucher: celebration of the Christmas period.

Inclusive culture: commitment to diversity and equal opportunities for all employees.

Next steps

Ready to join us? Submit your application below!

Once you’ve applied, you’ll receive an email inviting you to complete our Video Ask Q&A.

After completing the Q&A, if your profile matches one of our opportunities, we’ll get in touch to arrange an interview.

Upon successful completion of all recruitment steps, you’ll receive an offer to join one of our stores.

Apply now

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