John Lewis announces 3 senior hires

John Lewis announces 3 senior hires
The appointments are part of John Lewis' wider turnaround strategy.
// Former Dunelm digital director Steve Masterton takes up role of online trade director at John Lewis
// Lululemon store director Stephen Spencer appointed John Lewis’ store of the future director
// eBay head of brand & marketing Rosie Hanley is also set to join John Lewis a similar role

John Lewis has announced the appointment of three new senior hires focusing on online, store estate and marketing roles as part of its wider turnaround and growth strategy.

Steve Masterton has this week taken up the role of online trade director at the department store chain, joining from Dunelm where he was digital director.

John Lewis said it would would invest £50 million in its website and ecommerce operations and that Masterton would be responsible for ensuring the growth of online across all categories and services.


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Stephen Spencer who is currently store development and strategic sales director at Lululemon, has been appointed as John Lewis’ store of the future director.

Joining at the end of July, Spencer will play a critical role in the retailer’s strategy to rebalance its store estate.

This includes decisions around where John Lewis would open new, more local shops that reflect how customers shop today, as well as ensuring that its existing store estate continues to be profitable.

John Lewis previously announced it would also look into repurposing some of its existing stores by converting some of their retail space into offices or private housing, but they did not specify in today’s announcement whether this remit would fall under Spencer’s new role.

Meanwhile, eBay head of brand and marketing Rosie Hanley is also set to join John Lewis in July in a similar role to what she currently has at the online retail giant.

Hanley will be responsible for leading the brand strategy for John Lewis, and to ensure that the John Lewis brand is used consistently across all customer touchpoints, communications and activities, as well as all areas of the business including marketing, trading and supply chain.

“I am delighted that Steve, Stephen and Rosie are joining John Lewis,” John Lewis executive director Pippa Wicks said.

“They bring with them an enormous amount of talent and experience; and will all play critical, leadership roles in delivering our turnaround strategy as we invest to accelerate our online business, make our existing and future new format shops extraordinary destinations and modernise our brand.

“These appointments build on recent momentum in John Lewis, driven by the launch of our new Anyday range, which offers John Lewis quality and style at everyday prices, and the reopening of our Edinburgh shop after its three year refurbishment.”

Masterton has over 20 years experience in ecommerce, during which time he has been digital director at Arcadia Group, BHS and Dunelm, and worked as a consultant for brands including Dyson and Sainsbury’s.

‘“I am very excited to take up this incredible opportunity to join the team and help shape, drive and accelerate the next chapter of online growth and build on the huge success to date of johnlewis.com,” he said.

Spencer has over 20 years experience in retail store development, innovation and creative customer experience.

In addition to his current role at Lululemon, he has held senior positions at Tiffany & Co, Apple and HMV.

“What excites me is being part of a truly iconic brand, spending time in the stores with both partners and customers, and together creating John Lewis’s store of the future which reflects the way customers are shopping today,” he said.

Finally, Hanley has more than a decade’s worth of customer and marketing insight gained working for eBay and Dunnhumby.

“I love the John Lewis brand and it is a privilege to be taking on this role,” she said.

“I look forward to joining and working with all teams to ensure that our brand continues to resonate and have an emotional connection with our customers.”

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2 COMMENTS

  1. Masterton has over 20 years experience in ecommerce, during which time he has been digital director at Arcadia Group, BHS and Dunelm, and worked as a consultant for brands including Dyson and Sainsbury’s.

    What do all of these brands have in common – not very impressive digital marketing strategies is what springs to mind?

  2. No wonder the Chair stated (22/5) that she was using different headhunters , no one group could keep up with filling so many called “gaps”. These new recruits only confirm the lack of retail experience at the top.
    These yet more high level appointments will clearly have an effect on the morale of those key partners on the shop floor. All they can see are job losses and/or less benefits for working at JLP.

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