John Lewis promotes Peter Cross to customer experience director

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John Lewis has promoted its communications director Peter Cross to customer experience director amid continuing structural changes.

After his stint as a business partner of prominant retail figure and TV personality Mary Portas, Cross joined the department store chain in 2013.

His role has now been expanded to oversee all elements of customer service including window displays, visual merchandising, and customer events.

He will continue to report to John Lewis’ customer director Craig Inglis.


READ MORE: John Lewis managing director confirms more redundancies on the way


“Peter’s role at John Lewis has broadened beyond his current remit of communications and brand experience to include sustainability and responsible sourcing and customer experience and insight,” a spokeswoman for the retailer said.

“To reflect these changes, Peter’s job title will change to customer experience director.”

This comes amid a raft of structural changes at the department store under new managing director Paul Nickolds citing “a very challenging time for the industry”.

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