Marks & Spencer has appointed a customer director who joins from broadcaster Sky as it seeks to further enhance shoppers’ experience, Retail Week can reveal.
Anna Cook, who is Sky’s managing director - customer - will start in the newly created role at Marks & Spencer in the fourth quarter, beginning with a month-long in-store induction. She will report to M&S operations director Sacha Berendji.
In an internal announcement seen by Retail Week, Berendji said Cook “brings with her significant experience of shaping, driving and delivering high-quality customer experience strategies – especially during periods of business transformation”.
He said: “Her passion for driving a positive impact for customers and business will be essential as she supports us to deliver our mission of being the most trusted retailer, ensuring we deliver the magic of M&S to our 30 million customers whenever, wherever and however they want to shop with us.
“Delivering an experience our customers expect from M&S is critical as we accelerate our transformation, so Anna will be working across stores, our Chester [customer support call centre] teams and closely with the support centre to ensure every touchpoint is supportive, seamless and aligned with our strategy.”
Marks & Spencer is in the midst of a transformation programme spearheaded by chief executive Stuart Machin and has been performing strongly. However, the business was disrupted earlier this year by a cyber attack. M&S will report interim results early next month.
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