M&S chair Norman: We are working in ‘ways we have never operated before’

Norman, Archie

The chair of Marks & Spencer says the coronavirus emergency has forced the retailer to operate “in ways we have never operated before”.

Writing in M&S’ annual report, Archie Norman said the pandemic had revolutionised the way the retailer works with remote working being “only a small part” of that.

He said M&S staff were now increasingly “multitasking in stores”, decisions were being made more quickly and the retailer had an “action orientation irrespective of hierarchy”.

Norman said M&S is “determined to make our ways of working permanent and accelerate the aspects of our transformation necessary” to thrive in the new consumer landscape.

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