Zara Reading Customer Experience Deputy Manager

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, e...