M&S' Digital Chief Exits Months After Damaging Hack

Months after a devastating cyberattack crippled its online operations, Marks & Spencer's chief digital and technology officer, Rachel Higham, has stepped down from her role. According to the British retailer, Higham is taking a career break and will no longer be part of the leadership team.

The news of her departure comes at a tumultuous time for M&S, which was already reeling from the fallout of the hacking incident that hit its systems in April. The company had forecast that the attack would cost it approximately £300 million ($405 million) in lost operating profit in its 2025/26 financial year, although it hoped to halve this impact through insurance and cost controls.

Despite Higham's departure, M&S is shaking things up in an effort to revamp its digital strategy. Sacha Berendji, a veteran of the company, will take on the digital and technology function in addition to his leadership role for property and store development. This move comes as part of a wider reshuffle of responsibilities within the organization.

Thinus Keeve, who joined M&S as retail director in June, will now report directly to Chief Executive Stuart Machin. Keeve's new role is a significant shift from his previous position, where he was responsible for reporting to Higham.

The departure of Higham and the subsequent changes to the company's leadership structure have left investors on edge. Shares in M&S are down 8.5 per cent so far this year, reflecting the challenges facing the retailer as it navigates its digital transformation.

As M&S continues to grapple with the aftermath of the hacking incident, one thing is clear: the company needs a clear direction for its digital strategy if it hopes to remain competitive in an increasingly tech-savvy market. With Higham's departure, Berendji and Keeve will be tasked with steering the ship forward.

However, the future remains uncertain, and only time will tell if M&S can navigate these challenges successfully. As the company embarks on this new chapter, one thing is clear: its digital transformation is far from over.