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John Lewis Customer Director departs as it creates new role

Sophie Smith
01 February 2023

The John Lewis Partnership has announced the departure of Customer Director Claire Pointon as the company combines the John Lewis leadership and pan-Partnership customer teams and capabilities into a single role. 

Pointon, who departs the company after three years, will be replaced by pan-Partnership Customer Director Charlotte Lock. Lock will now take on a newly created role, which brings together the John Lewis and pan-Partnership customer capabilities.

John Lewis said the new role will help "unite brand, strategy, transformation and campaigns to deliver more value to customers across all touchpoints".

Lock will have joint reporting lines to Nina Bhatia, Executive Director for Strategy & Commercial Development and Pippa Wicks, Executive Director for John Lewis. In addition, she will work alongside Nathan Ansell, who recently joined as Waitrose Customer Director.

Commenting on the announcement, Charlotte 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.”

Nina Bhatia, Executive Director Strategy & Commercial Development at the John Lewis Partnership, said: “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. "

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