Marks & Spencer’s chief digital and technology officer, Rachel Higham, is leaving the company in the wake of a cyber attack earlier this year that severely disrupted operations and caused financial losses estimated in the hundreds of millions.
Higham, who joined the retailer in early 2024 after senior roles at BT Group and WPP, informed staff of her departure through an internal memo circulated on Thursday. In the note, the company described her as “a steady hand and calm head at an extraordinary time” and wished her well for the future.
Impact of the Cyber Attack
The April attack, attributed to the hacking group known as Scattered Spider, forced M&S to suspend online services and crippled its click-and-collect operations. Customers were left facing empty shelves at some stores as supply chains were disrupted. Online sales have since resumed in a limited capacity, and the retailer has said it expects insurance to cover part of the financial hit.
The incident was described by the company’s chairman as involving “sophisticated impersonation techniques,” underlining the rising danger of large-scale ransomware attacks against retailers.
Leadership Changes
It remains unclear who will succeed Higham or whether she will receive an exit package. Last month, M&S indicated it was not immediately seeking a replacement for her role.
A company spokesperson confirmed the authenticity of the memo announcing her departure but declined to provide additional details.
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