Marks and Spencer Tech Chief Steps Down Amid Challenges

The chief digital and technology officer of Marks & Spencer, Rachel Higham, has decided to step down from her position, according to an internal memo circulated by the retailer. Higham, who joined the company in June 2024, led a significant transformation of M&S’s digital, technology, data, and AI divisions during a turbulent period for the company. She previously held senior roles at WPP and BT Group, bringing with her a vast expertise in strategic technological innovation.

Her departure comes at a time when M&S is recovering from a serious cyberattack that disrupted its online operations for months earlier this year. Although the timing of Higham’s exit follows this incident, sources within the company emphasise that her departure is unrelated to the attack. The online disruption necessitated a robust response and considerable recovery efforts, with Sacha Berendji, M&S’s chief recovery officer appointed post-attack, now set to take on additional responsibility for digital and technology, as well as property and store development.

Higham’s tenure was marked by ambitious efforts to streamline digital capabilities, integrating advanced data analytics and AI into M&S’s core operations. The broader context of her departure points to the high expectations placed on digital leaders in the rapidly evolving retail landscape, where companies face not only technological risks but changing consumer behaviours and supply chain complexities.

Resilience and adaptability have become critical attributes for retailers navigating the uncertainty of cyber threats alongside shifts in consumer habits. As M&S transitions to new leadership in technology, the group’s focus will likely centre on sustaining digital momentum and mitigating operational risks while continuing investment in its stores and customer experience.

Observers will be watching how Berendji steers the company’s digital direction and how the retailer positions itself against ever-increasing competitiveness in the sector. With technology infrastructure now firmly at the heart of high street retail operations, M&S’s next steps in digital leadership will have a material impact on its future performance.