hbo vacatures in Arnhem

Customer Experience Manager 

INDITEX, is one of the world’s leading fashion retailers with over 5,800 stores across 210 countries by bringing together 120 diverse cultures. In the Netherlands, we proudly represent seven iconic brands:

ZARA | PULL&BEAR | MASSIMO DUTTI | BERSHKA | STRADIVARIUS | ZARA HOME | OYSHO

As a Top Employer 2025, we thrive for authenticity, belonging, and innovation. It is our mission to ensure that every member of our team feels seen, inspired, and empowered. Your INDITEX career is #more than a job! 

Your role

As the CX Manager, you will lead exceptional in-store customer service, ensuring every customer interaction meets Zara’s standards. You will lead, train, and motivate the CX team, adapt strategies to customer needs, and oversee product knowledge, sales techniques, and digital tools to enhance the shopping experience.

Main Responsibilities

Customer Experience

• Oversee all aspects of the customer experience to identify areas for improvement in processes and procedures in order to enhance quality.
• Ensure a high level of customer satisfaction in the store by regularly analyzing customer experience KPIs and adapting strategies based on insights.
• Promote the use of customer experience language in the store, ensuring all employees are aware of their skills and effectively apply them while identifying different customer types.
• Create and implement strategies focused on customer needs to improve the customer journey, positively impacting sales.
• Analyze customer feedback, surveys, and other data to identify key topics and address them, with special attention to main touchpoints.
• Work closely with the sales team, leading by example, to align customer experience initiatives with employee training, emphasizing the connection between experience and sales.
• Demonstrate strong analysis and responsiveness to current sales behavior and customer profiles, adapting the daily strategy to sales realities.
• Ensure the team is prepared to respond accurately and satisfactorily to any customer request.
• Be aware of and ready to address any sensitive cases that may arise in the store.
• Manage the customer expert team to ensure high-level service is provided at all customer touchpoints.

People

• Manage and develop the team of customer experts.
• Together with HR, ensure the proper implementation of all employee aspects related to customer experience, including training at all stages.
• Conduct regular evaluations and debriefings with employees.
• Demonstrate how to build and maintain a loyal customer base.

Product

• Understand and analyze the customer profile and targets, implementing strategies with the Product Manager based on these insights to improve sales.
• Incorporate product knowledge into the customer experience strategy, while monitoring product ranking, new arrivals, and competitor activity.
• Stay up to date with .com actions and effectively communicate this information to the staff.

Processes

• Oversee, control, and positively impact all sales channels.
• Monitor customer flow in the store, ensuring optimal coverage and service, with special focus on customer touchpoints.

What you bring 

• Ability to lead by example, motivating and developing the Customer Experience (CX) team.
• Strong initiative in identifying and proactively addressing customer experience and operational issues.
• Excellent organizational skills, with the ability to delegate effectively and manage multiple priorities in a fast-paced retail environment.
• Strong analytical and numerical skills to monitor KPIs, evaluate performance, and adapt strategies accordingly.
• Good understanding of market trends, customer behavior, and competitor activity to adapt strategies and improve the customer journey.
• Minimum of 1–2 years’ experience in a customer service or customer experience management role, preferably in retail.
• Strong verbal and written communication skills in English and/or Dutch.

Your Benefits 

• Competitive salary
• Opportunities for personal and professional career growth
• Access to Busuu for Language Learning and Development
• 25% employee discount in all our Brands
• Benefits at Work platform for more discounts
• 5 weeks of vacation per year
• Travel allowance

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 and their unique characteristics. We encourage all interested candidates to apply, even if you don't meet every single requirement. At INDITEX we empower all our employees without exception.

This job description details the core responsibilities but is not all-inclusive. You may be asked to take on additional tasks as required.

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.