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On Your Marks Networking Series: Keeping the customer at the heart of your...
Fri 25 November 2016, 11:45 – 14:00 GMT
The next event in the On Your Marks Networking Series is brought to you by the University of Leeds and M&S, with guest speakers including:
- Stewart Ross, Director of Commercial and Campus Support Services, University of Leeds
- Peter Line, Head of Store Operations, Outlet and M&S Bank, M&S
- Catherine Lorigan, Director of Student Operations, University of Leeds
The last 20 years has seen a revolution in our shopping and spending habits, putting increased pressure on organisations to generate positive customer experiences and adopt a customer-centric approach to business operations.
As one of the UK's leading retailers with over 1,382 stores worldwide, M&S is committed to delivering sustainable value for stakeholders and making every moment special. With a history of delivering exceptional customer service and satisfaction, the business is always working to make the M&S shopping experience easier, more convenient and inspiring for customers.
Join guest speakers from across the University and M&S Head of Retail Operations, Peter Line, as they explore the importance of keeping the customer at the heart of their operations in an increasingly competitive environment.
About the speakers
Hosting the event is Stewart Ross. Stewart’s position within the Commercial and Campus Support Service focusses on improving and investing in facilities that, in turn, support the student experience.
With 35 years in retail, 33 of those within M&S, Peter has a wealth of experience in understanding the values that have kept the customer central to the company’s strategy. Peter has worked in a variety of store and field based roles and also has wide experience in Head Office. In January 2016 Peter took on the role of Head of Store Operations, Outlet & M&S Bank, ensuring that day to day and future strategic operations are aligned to the Business Plan and consistency is delivered across the whole network.
With previous roles as Head of Cards Service Delivery at Santander UK and managing Marketing Operations at GE Capital Bank, Catherine is now the Director of Student Operations at the University of Leeds. Applying her commercial insight, Catherine will discuss the balance between delivering sector leading customer experience and efficient service provision.
11:45 Registration, tea and coffee
12:00 Welcome and introductory presentation: Stewart Ross
12.10 Guest speaker presentation: Peter Line
12.30 Guest speaker presentation: Catherine Lorigan
12.45 Over to you: Q&A
13:10 Refreshments and networking reception