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Samantha Hornsby, Head of Customer Operations at Marks & Spencer

In this episode of the RETHINK Retail Podcast, guest host and Top Retail Influencer Wizz Selvey, sits down with Samantha Hornsby, Head of Customer Operations at Marks & Spencer.

Samantha shares her extensive retail background and insights into the changes that have taken place at M&S over the last three years, particularly the shift towards a more integrated approach between digital and physical stores.

The pair also dive into the post-pandemic operations and the future of digital for M&S, and discuss how the brand has expanded its clothing offering to start selling brands online and in selected stores. Samantha shares her perspective on customer reactions to these changes, and how M&S is anticipating what customers want from their retail experience over the next three years.

Listen in for this exciting episode to gain insights into the evolution of M&S and behind the scenes insights from Samantha Hornsby, Head of Customer Operations.

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Host: Top Retail Influencer Wizz Selvey
Produced by Gabriella Bock