Rachel Higham, Marks & Spencer’s chief digital and technology officer, is leaving the company just months after a major cyber attack disrupted its systems and cost the retailer hundreds of millions of pounds. The departure was confirmed in an internal memo circulated this week, in which M&S Tech described Rachel Highamas “a steady hand and calm head at an extraordinary time for the business.”
High-Profile Exit Amid Cybersecurity Fallout
Rachel Higham, who joined M&S Tech early last year from senior roles at BT Group and advertising giant WPP, was tasked with overseeing the retailer’s technology strategy during a period of rapid digital transformation. However, her tenure was overshadowed by a cyber incident in April that significantly affected the company’s operations. The attack, orchestrated by the group known as Scattered Spider, targeted M&S Tech’s online infrastructure and click-and-collect services, forcing a halt to its digital sales platform and creating supply shortages across many of its stores.
The cyber attack is believed to have cost the retailer approximately £300 million, although part of these losses is expected to be covered by insurance. The incident highlighted the growing risk that ransomware and other sophisticated cyber threats pose to retail operations, particularly those increasingly reliant on online services.
Impact of the Attack and Future Outlook
The attack caused widespread disruption across M&S Tech’s network, leaving shelves empty in numerous outlets as supply chains were affected. Though the company has since restored parts of its click-and-collect service and resumed limited online operations, it continues to face challenges in rebuilding its systems and restoring customer confidence.
M&S Tech stated that it is working closely with suppliers to restock its stores and improve its digital resilience. While insurance is expected to offset some of the financial impact, the broader operational fallout remains a concern.
A spokesperson for the retailer confirmed the authenticity of the internal memo announcing Rachel Higham departure but declined to comment on succession plans or potential severance arrangements. The company also indicated it was not actively seeking to replace her at this time, suggesting a period of restructuring or strategic reassessment may be underway.
The attack underscores the evolving landscape of cybersecurity threats that major retailers face, as attackers increasingly leverage advanced methods such as phishing, impersonation, and ransomware to compromise systems. The fact that the attackers used sophisticated impersonation techniques has raised concerns about the adequacy of existing security protocols and the need for continuous investment in cyber defense.
Industry experts warn that the incident at M&S serves as a cautionary tale for other companies heavily reliant on digital services. It reinforces the need for robust security infrastructures, real-time threat detection, and crisis response strategies to mitigate risks associated with ransomware and other cyberattacks.
Despite the disruption, M&S continues to focus on stabilizing operations and ensuring that customer services return to normal. The retailer’s ability to recover and strengthen its cybersecurity posture will be critical in preventing future attacks and maintaining trust among shoppers and partners alike.
As cyber threats grow more sophisticated ,M&S Tech’s experience offers an important reminder to businesses across sectors to prioritize cybersecurity as a core element of their digital strategy. The departure of its technology head marks a pivotal moment as the company navigates both the financial and operational aftermath of a major cyber incident.
