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John Lewis has announced it is consolidating its customer relations management, with Charlotte Lock taking on the newly created role combining its pan-partnership customer and capabilities teams.
Lock takes over from Claire Pointon, who stepped down from the role of customer director.
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. Lock will have joint reporting lines 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 us as the Waitrose customer director and will continue to focus on delivering the Waitrose brand promises.
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 added: “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.”
Locke added: “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.”
