Zara Gentles is an experienced Customer Engagement Manager at Monsoon/Accessorize, with over 25 years in the fashion retail industry. She is responsible for ensuring a consistent global level of service across all channels, focusing on managing customer service operations, implementing policy changes, and developing new processes. Zara provides actionable insights to improve productivity, KPIs, and service level agreements (SLAs), while enhancing the overall omni-channel experience for customers. In addition to her role at Accessorize/Monsoon, in her free time, she serves as the Social Media Manager for Streatham Redhawks ice hockey club. In this capacity, Zara plans, creates, and edits engaging content for the club's social platforms, actively engaging with supporters and promoting both the club and the sport.