Chief Digital and Technology Officer Rachel Higham departs M&S in wake of devastating cyber attack

M&S Chief Digital and Technology Officer Rachel Higham is leaving the retailer months after a cyber attack hit its systems at a cost of hundreds of millions of pounds.

Conducted by a group called Scattered Spider, this brought its online operations to a halt and resulted in empty shelves in stores.

A former WPP and BT Group executive, Higham was appointed by M&S in 2014. In an internal memo, it said she was "stepping back from her role…Rachel has been a steady hand and calm head at an extraordinary time for the business, and we wish her well for the future.”

At the time of the appointment, Stuart Machine, M&S Chief Executive, pictured below, said that Higham joining the business, along with Mark Lemming becoming International Managing Director, “reflected the importance of Digital & Technology and capital light International growth to the next phase of our transformation. As I set out at our recent Capital Markets Day, we have more to do in both of these areas and so much opportunity.”

He added: “Rachel and Mark are fantastic additions to our executive team and I am confident that, with their leadership, we will accelerate the pace of change in the business as we reshape M&S for growth.”

Higham, meanwhile, commented: “I’m absolutely delighted to be joining Stuart Machin and the executive team at M&S at such an exciting time on their journey to reshape M&S for growth.”

Sources said that she is now taking a career break. Operations Director Sacha Berendji, who has been Chief Recovery Officer since the cyber attack, will take over her responsibilities.

Click & Collect

In August, M&S resumed Click & Collect services.

Susannah Streeter, Head of Money and Markets, Hargreaves Lansdown, said: ’It’s been a long slow journey to regain operational fitness, but Marks and Spencer has finally rebuilt its digital muscle. It’s clearly welcome news that Click & Collect services are back up and running after months of disruption."

"The recovery is a little behind the timeline set out back at the company’s AGM in July. However, the IT reboot and overhaul was also a chance to accelerate its digital transformation agenda, which is why it may have taken a little longer than initial forecasts."

She added: “There will be high hopes that M&S can put this highly problematic chapter behind it, and the early signs are that there is pent up demand. Its strong set of annual results showed the retailer was in a resilient position before the cyber attackers infiltrated systems."

"Sales growth in the fashion and home and beauty division reflected improved customer perceptions of value, quality, and style. Demand for M&S food remains robust, with increased volumes driving growth. So, with the underlying performance remaining solid, and the harmful cyber attack in the rear view mirror, it bodes well for M&S ahead.’’

2025 RTIH INNOVATION AWARDS

Click & Collect will be a key focus area at the 2025 RTIH Innovation Awards.

The awards. which are now open for entries, celebrate global tech innovation in a fast moving omnichannel world.

Our 2024 hall of fame entrants were revealed during an event which took place at RIBA’s 66 Portland Place HQ in Central London on 21st November, and consisted of a drinks reception, three course meal, and awards ceremony presided over by comedian Lucy Porter.

In his welcome speech, Scott Thompson, Founder and Editor, RTIH, said: “The event is now into its sixth year and what a journey it has been. The awards started life as an online only affair during the Covid outbreak, before launching as a small scale in real life event and growing year on year to the point where we’re now selling out this fine, historic venue.”

He added: “Congratulations to all of our finalists. Many submissions did not make it through to the final stage, and getting to this point is no mean feat. Checkout-free stores, automated supply chains, immersive experiences, on-demand delivery, next generation loyalty offerings, inclusive retail, green technology. We’ve got all the cool stuff covered this evening.”

“But just importantly we’ve got lots of great examples of companies taking innovative tech and making it usable in everyday operations - resulting in more efficiency and profitability in all areas.”

Congratulations to our 2024 winners, and a big thank you to our sponsors, judging panel, the legend that is Lucy Porter, and all those who attended November's gathering. 

For further information on the 2025 RTIH Innovation Awards, please fill in the below form and we will get back to you asap.