Assistant Customer Experience Manager

Role overview

Zara is hiring an Assistant Manager for Customer Experience at its London store. This is a full-time, in-store retail role that calls for complete flexibility, including evenings and weekends. The position sits in a fast-moving, high-energy store environment where delivering an excellent customer journey is central to success.

What you will do

• Take ownership of the customer experience across the store, covering the journey from fitting rooms through to checkout.
• Help maintain quick service, effective queue handling, and smooth customer flow during busy trading periods.
• Make sure the team provides strong product knowledge and helpful styling guidance.
• Support a consistent experience between online and in-store channels by keeping the team informed on digital processes and service updates.
• Improve the way service zones operate so they better support customer movement and convenience.
• Lead, coach, and develop Customer Experts on the shop floor.
• Set clear standards and lead by example, especially during peak business hours.
• Assist with training, onboarding, and continued team development.
• Manage customer questions and complaints with confidence and professionalism.
• Take responsibility for resolving issues and turning difficult situations into positive outcomes.
• Oversee daily store routines, compliance, and operational processes.
• Ensure cash desk and security procedures are correctly followed.
• Maintain a safe, tidy, and efficient working environment.

What the role requires

• Previous experience in retail management or an assistant manager position.
• A strong background in customer service leadership.
• Confidence in dealing with complaints and solving customer issues.
• Experience coaching teams directly on the shop floor.
• Comfort working in busy, high-volume, and fast-paced settings.
• Good organisational ability and the skill to prioritise effectively under pressure.
• Clear, confident communication.
• A supportive, people-first approach to leadership.
• The ability to stay calm in demanding situations and focus on solutions.
• A proactive mindset with strong attention to detail.

Why this opportunity stands out

Join a global fashion retailer known for rapid career growth and a dynamic workplace where every day is different. This role offers the chance to strengthen your leadership capabilities within a high-volume retail environment.

Work schedule

This is a full-time position based in store. Full flexibility is required, including evenings and weekends.