CUSTOMER EXPERIENCE MANAGER

Details

Brand · Zara

Location · GRONINGEN, NETHERLANDS

Description

A store’s success starts with our people As a CX Manager, you take ownership of the customer journey in-store, ensuring every interaction reflects the brand’s standards and leaves a lasting impression. Through your leadership, you create a service culture where the team feels confident, engaged, and focused on delivering a consistent and high-quality experience. You combine insight with action. You closely monitor customer experience KPIs, feedback, and in-store behaviors to understand what drives satisfaction and where to improve. Based on these insights, you adapt strategies, refine processes, and implement actions that elevate the customer journey while supporting sales performance. You are highly present on the shop floor, leading by example and guiding the team in how to connect with customers. From product knowledge and sales techniques to the use of digital tools, you ensure the team is equipped to respond to different customer needs with confidence and consistency. You also stay close to customer trends and profiles, adapting daily priorities to reflect the reality of the store. Leading and developing your team is a key part of your role. You manage and support the Customer Experience team, working closely with HR to ensure strong onboarding, training, and continuous development. Through regular feedback and follow-up, you help build a team that understands the direct link between experience, loyalty, and results. You collaborate across functions, aligning with Product, Commercial, and Store teams to ensure a consistent approach to customer experience across all touchpoints. You also oversee customer flow and service coverage, ensuring the store is always ready to deliver at every moment. What you bring This role suits someone who takes ownership of the customer experience and is driven by delivering meaningful results. You are both people-focused and analytical, able to translate insights into clear actions. You bring strong organizational skills, a proactive mindset, and the ability to lead and inspire others in a fast-paced environment, always keeping the customer at the center of every decision. Applicants must have full authorization to work in the EU without requiring sponsorship. We are unable to provide visa or work permit sponsorship for this position. Benefits

Competitive salary +

Your dedication deserves recognition. We offer a competitive salary that ranks among the highest in the retail sector in the Netherlands. Furthermore, we believe in equality, so everyone receives the same pay, regardless of age. Sales Bonus +

Your efforts drive our success. That's why we reward your contribution with monthly and annual sales bonuses when your store achieves its targets. Together, we celebrate success and recognise the impact every team member makes. Growth opportunities +

We believe in cultivating talent from within, offering ample opportunities for internal growth and promotion. INTALENT, our internal job portal, makes it easy to search for and apply to open positions. Learning platform +

Expand your skillset through TRA!N, our internal learning platform. With a diverse range of courses available that are tailored to your professional needs, we support you in taking control of your development journey. Company discount +

As part of our team, you'll receive a 25% employee discount at all our stores and brands in the Netherlands. It's just one of the ways we show our appreciation for your work. Travel allowance +

You are entitled to a reimbursement of your travel expenses if you live more than 5 km from the store. Reimbursement will be based on the cost of second-class public transport, up to a maximum of €12.60 per day. Annual holidays +

All employees are entitled to 5 weeks' holiday per year, giving you time to relax and recharge your batteries. Those who have dedicated years to our company are offered extra holidays as a thank you for their ongoing dedication and hard work. Pension Plan +

Our pension plan includes employer contributions to support your long-term financial well beign Benefits @ Work +

Enjoy exclusive discounts from top brands with our Benefits @ Work platform. Language Hub +

Enjoy language courses in English and Spanish to support your personal and professional development. Festive voucher +

We celebrate the christmas period with our festive gift card. Inclusive culture +

We are dedicated to promoting diversity and ensuring an inclusive work environment where everyone's opinions are valued and respected. We embrace diversity in recruitment, training, and promotion, ensuring equal opportunities for all employees, regardless of disability, race, sex, gender, age, ethnicity, sexual orientation, or other unique characteristics. At INDITEX, we want you to be you! Next steps

• 1. Ready to join us? Submit your application and let’s grow together.

• 2. After applying, our AI recruitment assistant, will contact you via WhatsApp to collect some additional information to support your application. AI supports our talent team, but your candidate experience will still include personal contact with our team members.

• 3. If your profile matches one of our current or upcoming opportunities, we’ll contact you to arrange an interview and get to know you better.

• 4. If it’s a match, we’ll support you through the final steps and welcome you to your next opportunity in fashion.