The John Lewis Partnership is bolstering its customer capability with new investments in its brands, data and technology to give even more value to customers.
This will see the bringing together of the leadership of the John Lewis and pan-Partnership customer teams and capabilities into a single role.
As a result, following a very successful three years in the role delivering a significant programme of change, Claire Pointon, John Lewis customer director, has decided to step down to pursue her career outside of the Partnership.
Charlotte Lock, who joined at the start of last year as pan-Partnership customer director, will take on a newly created role, which combines the John Lewis customer activity and the pan-Partnership customer responsibilities.
The new role unites brand, strategy, transformation and campaigns to bring extra focus to the Partnership’s unique purpose and deliver even more value to our customers across all touchpoints.
Lock will have joint reporting lines to Nina Bhatia, executive director for strategy and commercial development and Pippa Wicks, executive director for John Lewis.
Lock will work alongside Nathan Ansell, who recently joined us as the Waitrose customer director and will continue to focus on delivering the Waitrose brand promise, ‘Food to feel good about’.
Wicks said: “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.”
Pointon said: “I’ve had three wonderful years at John Lewis and am very proud of what we have achieved, but now feels like the right time to move on. Working on one of the most iconic British brands has been an absolute honour and I want to thank everyone at John Lewis for their belief and doing things differently.”
Bhatia: “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. 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.”
Lock said: “I feel very privileged to be leading the talented teams in the John Lewis and Pan-partnership areas. I’m looking forward to building on the wonderful customer love and loyalty for our very special brands and our unique Partnership model.”
