Big change at John Lewis sees customer director stepping down

By

Nigel TAYLOR

Published
Feb 2, 2023

There are big changes happening in John Lewis Partnership’s customer service capability, with the UK retail giant announcing new investment in its brands, data and technology “to give even more value to customers”.

But it means Claire Pointon, Customer Director for John Lewis, is stepping down “following a very successful three years in the role delivering a significant programme of change”. She will now pursue her career outside of the Partnership, it said.

And in the re-boot, Charlotte Lock, Pan-Partnership Customer Director, will step into a newly-created role combining John Lewis and Pan-Partnership customer capabilities.

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“This will see the bringing together of the leadership of the John Lewis and pan-Partnership Customer teams and capabilities into a single role”, the retailer explained. It added that Lock’s 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.  

Bhatia said: “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.”