John Lewis Partnership’s customer director Charlotte Lock has stepped down after almost three years.
Lock shared on LinkedIn that she was leaving the business “for a role which is a personal passion” but did not provide any details.
“For now, I want to thank the talented JLP Customer team, fellow partners (past and present) and agencies for your friendship and support over the years,” she said.
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“It’s been a privilege and I’m so proud of all we have achieved together. I wish you all every success and happiness.”
Lock, who joined the Waitrose owner in March 2022, helped spearhead John Lewis’ three-part campaign as it built on the momentum following the return of its Never Knowingly Undersold price promise.
The final ad, ‘The Gifting Hour’, scored a 4.6 star rating on System1’s Test Your Ad platform, the retailer’s highest score on the effectiveness predictor since ‘Excitable Edgar’ in 2019.
Lock said at the time: “Our shops are the beating heart of our brand and our customers love the ritual of Christmas shopping there – so we wanted to give the store a starring role in our ad for the first time.”
Prior to John Lewis, she spent two years at Co-op as a director in its data and loyalty teams and held several roles during an 8-year spell at the BBC.
A John Lewis Partnership spokesperson said: “Over the last three years, Charlotte has made a significant contribution to our business. Under her Customer leadership, we have grown customer numbers, our loyalty programmes, our net promoter scores and brand and customer satisfaction metrics.
“Charlotte led the relaunch of our JLP brand identity and John Lewis brand promise; introduced distinctive shop and online propositions; drove the growth of our retail media business; as well as leading our Christmas campaigns.
“We would like to take this opportunity to thank Charlotte for her dedication and contribution to the transformation of JLP and wish her all the best for the future.”
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