Jayne is Director of Central Operations at Marks & Spencer, with accountability for national store trading, retail operations and transformation across Food, Fashion, Home and Beauty.
She leads operations across more than 1,000 stores, with responsibility for customer experience, productivity, operating models, retail safety and security, and the performance of multi-billion-pound trading operations—ensuring strategy translates into consistent execution at scale.
Jayne also led customer service operations across the UK and Cape Town, overseeing in-house and outsourced contact centres and driving improvements in customer experience and cost to serve. This continues to shape her approach to end-to-end customer journeys. She also leads one of the most ambitious property programmes in UK retail, overseeing store renewal and new store launch teams to modernise the estate and unlock growth.
Jayne owns the retail technology and AI agenda for operations, translating innovation into measurable improvements in customer experience, productivity and resilience. She has also led the business through major operational disruption, strengthening capability in crisis leadership and business continuity.
Previously, Jayne spent 13 years at Morrisons in senior operational and transformation roles, including Store Manager, Head of Transformation and Retail Operations Director. She is passionate about the role stores play as a growth platform and about creating environments where colleagues are set up to succeed—because this is what drives customer trust and long-term performance.
A Chartered Fellow of the CIPD, Jayne completed the Advanced Management Programme at INSEAD and has also studied at the Institute of Directors.
