Jo is Head of Customer Service at Marks & Spencer. During her 22 years experience with Marks & Spencer, Jo 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 driving the recovery of the brand’s service proposition under the leadership of Stuart Rose. Her remit currently ranges from defining the standards of service the company wants to give its customers across all its shopping channels and points of contact for customers, to engaging colleagues on the importance of service through to measuring the results and acting upon them.
Jo's current focus is on planning and executing the customer experience across the entire organisation with the objective of defining and implementing a plan that delivers an appropriate brand customer experience whatever the contact with the company.
Jo is also the chair of governors for a local primary school, taking an active role in bringing her business skills to use in a different field. In 2003 Jo graduated with distinction from a part time MBA course at Aston Business School and is regularly asked to speak about customer service at external events.