18 May 2024, 14:41
By Furniture News Feb 09, 2023

John Lewis creates new customer management role

The John Lewis Partnership is bolstering its customer capability with new investment in its brands, data and technology, bringing together the leadership of the John Lewis and pan-partnership customer teams and capabilities into a single role. 

As a result, following three years in the role, Claire Pointon, John Lewis' customer director, has decided to step down to pursue her career outside of the partnership.

Charlotte Lock (pictured), 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 partnership says the new role unites brand, strategy, transformation and campaigns.

Charlotte will report to Nina Bhatia, executive director for strategy and commercial development, and Pippa Wicks, executive director for John Lewis. She will work alongside Nathan Ansell, who recently joined as the Waitrose customer director.

Pippa Wicks, executive director at John Lewis, says: “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.

Claire Pointon says: “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.”

Nina Bhatia, executive director strategy and commercial development, comments: “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."

Charlotte Lock says: “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.”

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