Getting it right: Marks and Spencer’s Conor Rose talks day immersed in digital experiences in-store
Conor Rose, Principal Strategist at Marks and Spencer, has taken to social media to discuss a recent digital experiences focused day spent at one of the retailer’s stores.
In a LinkedIn post, he said: “A day immersed in digital experiences in-store is a day well spent, and a critical data point for businesses…”
He added: “First - to spotlight the absolute superstar - Leisel - who immersed me in the world of M&S’ latest Click & Collect and online returns proposition…Even trusting me to operate it alone (I did my best to maintain her speedy customer pick and response times).”
“Did you know more customers collect in-store than deliver to their home? So it’s key to get this right. Despite no witnesses, I did get a compliment on my speediness by one customer. Leisel knows this operation in and out and shared lots of feedback.”
“Adoption data, KPIs, experimentation and measurement of features, reported customer sentiment are all critical - but delivering it side by side with an experienced colleague and hearing from them makes all the difference to target meaningful improvements.”
“Since my days in stores, the front of house and backstage digital experiences enabling these services has come so far.”
Rose concluded: “It was great to talk to customers and colleagues - from Scan & Shop, to the M&S app and it's in-store mode features, to colleague headsets, to flared leather trousers - hearing and seeing where opportunities exist to support adoption of digital experiences that improve shopping and working.”
Jeremy Pee
At the tail end of last year, Jeremy Pee left M&S where he served as Chief Digital and Technology Officer.
Pee was hired in 2018 from Canadian supermarket chain Loblaw.
He took on the aforementioned role earlier this year.
He was previously Chief Digital and Data Officer, and held that position for just over four years.
Pee is now moving his family back to Canada in a planned move. His responsibilities are being taken on by Co-Chief Executive officer Katie Bickerstaffe until a replacement is found.
In a LinkedIn post, Pee said: “After an incredible five-year journey at Marks and Spencer, my family and I have decided it's the right time to return home to Toronto.”
“It's been a privilege working for such an iconic and beloved retailer and helping to lead a significant digital and technology transformation.”
“Over this time, we have scaled a successful loyalty and personalisation program (3x members), turbo-charged our omnichannel experiences (~2x pen), advanced our analytics and AI capabilities through BEAM platform, and step-changed our digital and technology capabilities and culture to deliver an ambitious agenda.”
“Most importantly, I'm proud to have been part of a leadership group who helped lead a successful turnaround at M&S.”
He added: “I feel very lucky to have worked with and learned from so many amazing colleagues and leaders who have shaped both my professional and personal growth. Their support and collaboration have been invaluable, and I'm immensely grateful for the opportunity to have been part of such a remarkable team.”
Pee is now taking some time off to be with his family, re-energise, and plan his next retail move.
He commented: “I am excited by the next phase of my career - eager to tackle new challenges and make a big and lasting impact. I look forward to reconnecting with friends, past colleagues, and my LinkedIn network. Please don't hesitate to get in touch if you'd like to connect or catch up.”
“Thank you all for being part of this journey. I'm thrilled about what the future holds and look forward to staying connected with each of you.”
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