John Lewis names pan-partnership customer director

By

Nigel TAYLOR

Published
Feb 14, 2022

The John Lewis Partnership has appointed its first-ever pan-partnership customer director. In a newly-created role, Charlotte Lock will be responsible for delivering a customer strategy across both the John Lewis and Waitrose brands, “leading customer capability and delivering a new partnership loyalty proposition”.

She will work alongside brand customer directors Claire Pointon (John Lewis) and Martin George (Waitrose), reporting to the Partnership’s strategy and commercial director, Nina Bhatia.

Lock joins in April from retailer Co-op where she is director of data, loyal and digital products. She was responsible for relaunching the retailer’s customer membership scheme and introducing new digital services and data.

The Partnership said that Lock will “help us grow and deepen our customer relationships and build value”. 

Bhatia added: “Charlotte’s appointment reinforces the importance of placing the customer at the heart of everything we do. Charlotte brings tremendous relevant experience and will play a pivotal role in building our Partnership brand, customer strategy and loyalty propositions.”