Jayne is Director of Central Operations at Marks & Spencer, with accountability for national retail operations and transformation, customer operations, operating models, productivity, and retail safety and security. She leads end-to-end customer experience across stores and customer service contact centres in the UK and Cape Town, driving service excellence, efficiency and commercial performance at scale.
Jayne also owns the retail technology and AI agenda for operations, translating innovation and advanced analytics into measurable improvements in customer experience, productivity and resilience. She has led the business through major operational disruption, building strong capability in crisis leadership, business continuity and cyber resilience.
Previously, Jayne spent 13 years at Morrisons in senior operational and transformation leadership roles, including Store Manager, Head of Transformation and Retail Operations Director, delivering large-scale change across frontline retail.
A Chartered Fellow of the CIPD, Jayne completed the Advanced Management Programme at INSEAD in France in 2022 and has also studied at the Institute of Directors.
Based between London and the Peak District, Jayne spends key trading days in stores across the country.
