M&S head of customer service Jo Moran (pictured) is the speaker at the AM Executive Breakfast Meeting next Friday (February 6), exclusively for director-level franchised dealer bosses.
During her 22 years experience with Marks & Spencer, Moran has progressed through a varied range of roles including store management, franchise arrangements and overseas operations, change management programmes and, most latterly, customer service across all channels for
the M&S UK operation.
In her position as head of customer service, she played a fundamental role in leading the recovery of the brand’s service ethos through establishing a clear customer proposition supported by the appropriate structure, recruitment, training, performance management and reward mechanisms.
She was able to achieve this transformation through strong stakeholder engagement and communication and a relentless approach to doing the right thing for customers.
Moran attributes the success of this work in part to developing a clear plan and evolving this over time rather than trying too many different initiatives which has been the previous approach.
Her current focus is on planning and executing the customer experience across the entire organisation as it seeks to become a truly multi channel international retailer.
She has developed a strategic approach to the development of the customer agenda to support this objective through the use of customer journey mapping and bringing this to life across the business using innovative visualisation techniques.
As a traditional ‘store’ based retailer, the journey into multi channel has been challenging for many in the business and Jo has seen
success in engaging colleagues through bringing real customer stories to life as a way of driving change. Not only has this seen an improvement in customer experience, but more often than not, a reduction in operational costs for M&S.
The AM Executive Breakfast Club meeting is on February 6 at Simpson's in the Strand, London.
Please note: Attendance is exclusively for senior franchised dealer group executives. To attend email firstname.lastname@example.org.