UK Group Chief Operating Officer

Mark is an experienced and dynamic proven retail leader, who has amassed an extensive record of operational and financial excellence in customer focused multi-site retail businesses, making him well positioned to contribute to our objectives and continuous focus on improving our performance, alongside maintaining unique and unparalleled experiences for both our customers and employees.

Mark previously headed up Retail Operations at Ferrero (Thorntons) as an integral part of the Directorate team accountable for driving the retail business through its transformational journey, with a team of approx. 2000 store colleagues, 10 field leaders including Head of North and South. 

Additionally over a 20 year period he has held a number a senior operational leadership positions at McDonalds Restaurants UK, which included heading up a London portfolio of flagship sites with 800 employees, by applying a meticulous attention to detail to set and drive KPI’s resulting in the highest levels of service experience, quality operations and complete performance management. 

And at Starbucks where he was Head of Retail Operations across 41 countries in Europe, Middle East and Africa, with implementation accountability for the company operated markets of UK, France, Netherlands, Austria and Switzerland (c550 stores delivering exceptional customer and coffee experiences by providing simple systems, processes and solutions to today’s operational opportunities and tomorrows innovations.

Ben Shelton