M&S appoints new retail operations director

Marks & Spencer (M&S) has appointed of Alastair Brass as its new retail operations director, as part of its ongoing digital transformation plans.

Brass is currently customer contact director at Centrica, where he was previously transformation director, and will join M&S in April.

Brass has held senior positions at Dixons Carphone, Thomas Cook, and Capita Customer Management.

In his new role, Brass will report to Sacha Berendji, M&S’s retail operations and property director.

Brass will be responsible for all aspects of M&S’s retail operations including customer and central operations, clothing and home operations, food and UK franchise operations and retail efficiency.

M&S also said Brass’ remit will include building a store estate “that’s fit for the future with industry-leading retail operations and empowered colleagues as a key part of M&S Never the Same Again transformation programme.”

“M&S is a much-loved brand and has built its reputation on outstanding customer service,” said Brass. “I’m incredibly excited to become part of the leadership team driving its transformation and help deliver a retail experience that is fit for future, supported by industry leading operations.”

M&S said in a statement: “Alastair will utilise the wealth of experience in central operations, customer service and transformation he’s acquired during his time at Centrica, Dixons Carphone, Capita and Thomas Cook, as he helps to drive forward the M&S transformation and develop industry-leading operations.”

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