Karen Renshaw
Director - Customer Experience and Merchandising @Zoro Uk
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WORK HISTORY
Director - Customer Experience and Merchandising @Zoro Uk
A core member of the SLT with leadership responsibility for the Customer Service, Internal Sales, Order Management, and Merchandising functions, overseeing more than half of Zoro UK’s workforce across the UK and India.Developed a range of AI and automated solutions to remove agent manual intervention, including full automation of the returns process across SAP, SalesForce and internal portalDriven a programme of AI and automated content initiatives to defined quality guidelines - including AI generated product descriptions, attribute extraction, automated categorisation and product groupingDeveloped a scalable merchandising approach enabling 1M+ products per year to be loaded within an average of 5 days from receipt of supplier content. Processing on average 85k SKUs a month. Scaled operational capability to support a multi-logistics order management model by implementing automated workflows and streamlined processes — achieving significant efficiency gains without expanding headcount.Built an internal sales team and associated sales programme delivering an a conversion rate of 5% and and order activation rate of 50%
EDUCATION
Nottingham Trent University
Bachelor’s Degree, Communication Studies
The CX Academy
Professional Certificate in CX
SKILLS
ABOUT KAREN RENSHAW
Strategic and customer-obsessed senior leader with 25+ years driving ecommerce, digital…
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