The John Lewis Partnership has today (1 February) announced a strengthening of its customer capability with fresh investment across its brands, data and technology in a bid to offer greater value.
The move will see a significant re-modelling of the leadership of the John Lewis and ‘Pan-partnership’ customer team’s capabilities, merging them into a single role.
Having spent three years as customer director, Claire Pointon has stepped down to pursue a career away from the retailer, with Charlotte Lock, the existing Pan-partnership customer director taking on a newly-created position combining the responsibilities of both roles.
Lock will now report jointly into executive director for strategy and commercial development, Nina Bhattia and John Lewis executive director, Pippa Wicks.
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“We are delighted that Charlotte will take up this newly created role. We want to transform the Partnership’s Customer capability and lead the way in how we interact with our customers through fresh investment in brands, loyalty, data and technology,” Bhattia said.
“Since joining us last year, Charlotte has been fundamental to our data driven, marketing transformation plans and the creation of our Building Happier Futures programme to support care experienced people, which was the focus of our Christmas campaign.”
The new position will unite aspects of brand, strategy, transformation and campaigns and will be focused on driving value across all the Partnership’s touchpoints.
Wicks added: “I would like to thank Claire for the key role she has played over the last three years. Her creativity and strategic thinking have been behind some of our key strategic shifts and her leadership to drive our customer growth with the launch of entry range ANYDAY; our digital transformation; new brand promise ‘for all life’s moments’ and of course our wonderful Christmas campaigns.”
