London, United Kingdom, October 2025 — Marks & Spencer (M&S) has announced the appointment of Anna Cook as its first-ever Customer Director, marking a significant step in the company’s ongoing transformation to become the most trusted, customer-centric retailer in the UK and beyond. In this newly created role, Anna will be responsible for leading customer strategy, experience design, and engagement across all channels, ensuring that the voice of the customer remains at the heart of M&S’s brand and business decisions.
Anna joins M&S after an impressive 16-year career at Sky, where she most recently served as Managing Director – Customer Service. During her tenure, she was instrumental in enhancing customer experience through digital transformation, AI-powered service models, and employee empowerment programs that positioned Sky as one of the UK’s most customer-trusted brands. She also served as Director of Customer Service and Director, Women in Leadership, driving inclusion and mentorship initiatives across the organization.
Before her journey with Sky, Anna worked with Sage, where she held leadership roles in Internal Communications and HR, contributing to employee engagement and organizational culture initiatives. She began her career with Emap Conferences as Events Manager, where she honed her expertise in brand experience and stakeholder communication.
Beyond her corporate achievements, Anna has also contributed to social impact as a Trustee at Smart Works Newcastle, a charity dedicated to helping women re-enter the workforce. Her appointment underscores M&S’s commitment to combining business excellence with empathy and purpose-driven leadership.
At Marks & Spencer, Anna will play a pivotal role in advancing its customer-first transformation agenda, fostering a culture of connection, transparency, and innovation across digital and physical touchpoints.
About Marks & Spencer
For over a century, Marks & Spencer (M&S) has set the standard in quality, trust, and innovation in retail. With more than 65,000 colleagues serving 32 million customers worldwide, M&S continues to evolve as a leading omni-channel retailer, blending heritage with cutting-edge digital transformation. Guided by its purpose of delivering quality and value every day, the company is shaping the future of retail through innovation, sustainability, and customer-centric decision-making.
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