M&S ROLLS OUT CHECKOUT FREE CHECKOUT AS PART OF DIGITAL FIRST STRATEGY
- M&S to launch “Mobile, Pay, Go”, allowing customers to seamlessly shop and pay on mobile, at six London stores ahead of Christmas
- Perfect for busy London customers, the checkout free checkout means customers can purchase lunch (sandwich, crisps and a drink) in under 40 seconds
- 20% of sales at M&S Waterside Simply Food are already via the app
M&S has today announced the launch of its scan and pay service, Mobile, Pay, Go, which will be available for customers in six London stores ahead of Christmas. Available now in Edgware Road and Waterside (M&S’ Paddington HQ) Simply Food, the service will roll out to West Hampstead, Bankside, Canary Wharf and Stratford Westfield over the coming weeks.
The pacey roll out follows a successful trial of the service at Waterside Simply Food over the summer. The store now sees 20% of its sales from Mobile, Pay, Go with an average of 170 items being purchased through the app every hour.
Mobile, Pay, Go is the simple way customers can pay for items without approaching a till. Customers simply open the M&S app, scan products as they go and then pay from their iPhone using Apple Pay or a saved card on their M&S.com account. It’s a seamless way to do a fast, seamless shop up to the value of £30.
With the service enabling customers to purchase lunch (sandwich, crisps and a drink) in as little as 40 seconds, the app is set to be particularly helpful in stores where a high proportion of transactions take place over lunchtime. In M&S’s Waterside Simply Food, 60% of transactions take place between 12pm and 2pm so it’s unsurprising that more than 1,500 people have already used Mobile, Pay, Go with 1/3 of active users making five or more transactions a week.
Sacha Berendji, Retail, Operations and Property Director at Marks & Spencer said, “Digitally enabled stores that offer a seamless customer experience are a crucial part of our transformation and our ambition to be a Digital First retailer.
“Our customers - especially those who come to us for lunch - are so busy, any tech that can speed up the shopping experience is a massive benefit to them. Crucially, it also means our brilliant colleagues are freed up to offer great service in other parts of the store, helping to improve the overall experience in the lunchtime rush. We’re moving with pace and we can’t wait to hear what our customers think.”
Jim Cruickshank, Global Head of Digital Product and UX at Marks & Spencer added, “Mobile Pay Go is one of many new initiatives we're developing as part of our digital transformation, with agile and lean practices at the core of our approach. We’ve worked hard to deliver the fastest and most friction-free customer experience possible.”
M&S will continue to collect customer feedback and adapt Mobile, Pay, Go before rolling out to more stores early next year. Following an initial collaboration with The App Business, this roll out is being fully managed and developed by M&S’s in-house digital experts.
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For further information, please contact:
M&S Corporate Press Office 0208 718 1919
Notes to Editors:
Making M&S Special
In November 2017 Marks & Spencer set out a transformation programme for the business concentrating on Restoring the Basics, Shaping the Future and Making M&S Special.
Under this transformation programme, Making M&S Special, M&S has to date announced:
- A slowdown in the Simply Food store opening programme
- An acceleration of the UK store estate closure programme
- The sale and franchise of its retail business in Hong Kong and Macau
- A new Technology Transformation Programme
- Improvements to its Clothing & Home Logistics Network
- The restructure of the Customer, Marketing & Digital Team
- New customer insight partnership with Starcount
- The appointment of a new Food Managing Director
- The merging of its Retail & Property functions
- A New leadership team responsible for overhauling Clothing & Home business
- The announcement of the start of a programme to create a family of businesses under the M&S brand
- The appointment of two new Non-Executive Directors to its Board
- A strategic partnership with Microsoft focused on transforming the retail experience
- A new strategic partnership with Octopus to supply energy and services under the M&S Energy brand
- The launch of Founders Factory Retail, a JV focused on investing in start-ups
- The creation of a Retail Data Academy with Decoded to upskill over 1000 colleagues
- A partnership with True to gain access to the latest enterprise-ready technologies and innovations
People & Structure Changes
Since Steve Rowe became CEO in April 2016, M&S has set about streamlining and changing its operational and leadership structure. The Clothing & Home and Food businesses have been established as two separate business units, each with full P&L accountabilities, and independently managed.
Additionally, the senior leadership team has been strengthened by reducing in number and fully empowering its Operating Committee, and a number of senior hires, including:
- David Guise, HR Director, appointed October 2016
- Mel Smith, Strategy Director, appointed May 2017
- Jill McDonald, Clothing & Home MD, appointed October 2017
- Victoria Self, Digital Director, appointed January 2018
- Sharry Cramond, Food Marketing Director, appointed January 2018
- Lawrence Christensen, Independent Advisor on Supply Chain, appointed March 2018
- Julian Richer, Independent Advisor on Culture Change, appointed March 2018
- Stuart Machin, Food MD, appointed April 2018
- Wes Taylor, Menswear Director, appointed May 2018
- Neil Adams, Food Transformation Director, appointed May 2018
- Jill Stanton, Womenswear & Kidswear Director, appointed July 2018
- Humphrey Singer, CFO, appointed July 2018
- Nick Hewitt, Director of Finance, Food, appointed August 2018
- Kirsty Ward, Director of M&S Bank and Services, appointed September 2018
- Jeremy Pee, Chief Digital & Data Officer, appointed September 2018