New customer-centric technology

nEW CusToMERCEnTRIC TEChnoLogy

Marks & Spencer is an iconic British multinational retailer that sets the highest standards for the industry. In line with its reputation, the company has embarked on a major customer-centric technology transformation programme. Philip Yorke reports.

Marks & Spencer (M&S) specialises in the selling of clothing, home products and luxury food items. The company was founded in 1884 by Michael Marks and Thomas Spencer in Leeds, UK. In recent years the company has seen consistent growth and today operates almost 1000 stores across the UK, including 615 that sell food products only. In addition, M&S has 454 international stores with 58 in India, 48 in Turkey, 37 in Russia, 27 in Greece and 17 in Ireland among many others. In 2017 the company employed 85,000 people and recorded consolidated sales of more than £10.6 billion.

making m&S special

As part of its 5-year transformation programme, ‘Making M&S Special’, the company has announced the launch of a new Technology Transformation Programme that will enable it to become a digital-first business and deliver significant improvements in customer experience. It is designed to create a more agile, faster and commercial technology function that will work with business to deliver growth. Following a major review of M&S’s technology capabilities, changes are being made to deliver technology that brings real value, at pace, to its business customers.

These changes include the creation of a new technology operating model, which will drive considerable efficiencies in how M&S exploits new technology, including the adoption of industry agile methods, which become effective from 1 March 2018. In addition, the appointment of Tata Consultancy Services (TCS), one of the world’s leading technology companies, has been appointed as M&S’s principal technology partner. The new technology programme will deliver annual efficiencies of £30 million by 2021/22 and drive clearer accountabilities, as well as a more customer-centric approach to technology services.

Steve Rowe, M&S CEO, said, “We are committed to transforming M&S for our colleagues, customers and shareholders by delivering digital-first retailing across our stores and offices. Technology plays a huge role in this transformation and having the right partners and model will enable us to be more agile, flexible and responsive.

Through our new Technology Transformation Programme our business will be faster, simpler and more focused on achieving a seamless customer experience.”

Under this transformation programme for business, the focus will be on restoring the basics, shaping the future and making M&S special.

Ambitious sustainability plan

In 2017 M&S updated its ‘Plan A 2025’, an ambitious customerfocused sustainability plan. The eco and ethical programme builds on the success of the first ten years of Plan A and will support 1000 communities, help 10 million people live healthier lives and convert M&S into a zero-waste business.

This three-pillar plan is designed to tackle the big issues facing retailers, consumer businesses and society today. It spans customer and colleague well-being, transforming lives and communities and caring for the planet. Each pillar includes pioneering new commitments such as making all M&S packaging widely recyclable, at least half of all food sales to come from healthier products and all key raw materials that M&S uses to come from sustainable sources.

“Marks & Spencer has been at the forefront of social change for 133 years and we are determined to play a leading role in the years ahead.. Plan A 2015 will help us to build a sustainable future by helping our customers live healthier lives and supporting the communities

they live in. We believe that we can engage all our 32 million customers, 85,000 colleagues and 200,000 shareholders in the plan that will become a mass voice for sustainable change,” added Rowe.

Flying high with British Airways

British Airways has announced it is partnering with M&S to offer customers on short-haul flights the option to purchase a premium food range at 35,000ft. The new British Airways menu will replace the current complimentary snacks and will include items from the ‘M&S Food on the Move’ selection. These are now available in the economy cabin on short haul and domestic flights from Heathrow and Gatwick, as well as at London City airport and Stansted.

Andy Adcock, director of food at M&S, said, “We’re proud to be supplying a great British brand with a reputation for quality and customer service that mirrors our own. For 35 years we’ve had a marketleading ‘Food on the Move’ offer and we will supply British Airways with customer favourites and healthy choices made with outstanding ingredients, all with the performance you would expect from M&S.”

Throughout the year the aim is to deliver bespoke items designed specifically for British Airways’ customers. Elements of the menu will change on a quarterly basis to reflect the seasons. n

For more details of the M&S technology transformation programme and its innovative services visit: www.marksandspencer.com