// John Lewis customer director Claire Pointon steps down after three years
// Pan-Partnership customer director Charlotte Lock will take on a newly-created role combining brand, strategy, transformation and campaigns
John Lewis customer director Claire Pointon has stepped down after three years as the Partnership combines the John Lewis leadership and pan-Partnership customer teams and capabilities into a single role.
Pan-Partnership customer director Charlotte Lock, who joined at the start of last year, will take on a newly-created role uniting brand, strategy, transformation and campaigns.
The new role, which combines the John Lewis customer activity and the pan-Partnership customer responsibilities, has been created to “deliver even more value” to customers across all touchpoints.
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Lock will report to strategy and commercial development executive director, Nina Bhatia, and John Lewis executive director, Pippa Wicks.
She will work alongside Nathan Ansell, who recently joined as the Waitrose customer director.
Lock joined from the Co-op, where she was the director of data, digital products and loyalty. During her time at the Co-op, she relaunched its membership proposition and digital services and introduced data, CRM and personalisation capabilities.
She also worked at the BBC, where she was until 2019. While there, she led the development and release of BBC Sounds and was responsible for the company’s media, marketing and audiences function.
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 said: “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.”
Bhatia added: “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.
“Since joining us last year, Charlotte has been fundamental to our data driven, marketing transformation plans and the creation of our Building Happier Futures programme to support care experienced people, which was the focus of our Christmas campaign.”
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.”
