Marks & Spencer has poached a new customer director from broadcaster Sky.
Anna Cook, Sky’s customer service MD, is set to join M&S next spring.
An internal memo from M&S operations director Sacha Berendji, seen by Retail Week, said she would bring “significant experience of shaping, driving and delivering high-quality customer experience strategies” to the newly created role.
She is set to report to Berendji.
Read more: M&S chief digital and technology officer Rachel Higham stepping down
“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,” Berendji said.
“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.”
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