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M&S Academy Site Status

Case Study

M&S approached One Retail, a division of Compass Group UK&I, as its leading partner in M&S stores to get involved in its new programme. Already having a proven track record in achieving great results and training above all other Brand partners, M&S recognised this meaning Compass were the perfect partner to deliver this new programme.


Academy site status ultimately means the chosen store becomes a regional centre for learning, supporting inductions, training and development for other M&S franchisee employees. The site is identified as the “Best in Town” and used to demonstrate the processes and practices that others should be following – with a focus on the digital environment centred around the customer. The delivery of daily excellence and standards, along with service is critical, as well as the ability to foster a culture of innovation and inclusion.



In recognition of the exceptional work of the M&S franchise team at King’s College Hospital, operated by One Retail, M&S has announced the site has been selected as its first Academy site. This was shortly followed by the superb team at Royal Derby Hospital.

The two sites are role models for all surrounding stores. Additionally, they get to be the first to test new initiatives and give feedback for any enhancements before the wider rollout. As people are key to the success the onsite team also benefit from additional training.


M&S is rolling out its Academy programme over the coming months. The M&S site at King’s College Hospital was selected out of 480 stores across the country shortly followed by Royal Derby.

Wendy Morgan, General Manager from Royal Derby Hospital commented: “Having seen Nalin at Kings achieve the status I thought this was something my team and I could achieve. I am passionate about hitting my KPIs and delivering the brand, and after consultation realised, we were 75% there. My team were a little apprehensive but now me well and fully embraced the idea. Wow, we haven’t looked back. Investing in training to upskill my team, implementing a buddy system to ensure the team became more confident and streamlining the back of house were all key areas we focussed on to ensure our accreditation was successful. My team really did me proud and gave 120%. “

“We cannot rest on our laurels but need to look at ongoing training and ensure bad habits do not creep in. I love being able to support the wider M&S business and the team I have onsite are a huge credit to Compass.”