John Lewis Partnership appoints customer director

John Lewis Partnership has appointed Charlotte Lock as its first pan-partnership customer director.

The executive was formerly digital products and loyalty director at Co-op, and has previously held roles at the BBC, Asda, and McCann Worldgroup.

Lock will have responsibility for delivering a customer strategy across both the Waitrose and John Lewis brands, the development of customer capabilities, as well as delivering “a new partnership loyalty proposition”.

Lock is set to report to Nina Bhatia, executive director, strategy, and commercial development at John Lewis Partnership, in the newly created role.

The executive is set to work with John Lewis’ current brand customer directors, Waitrose’s Martin George and John Lewis’ Claire Pointon.

Lock is set to start the new role in April.

“Charlotte’s appointment reinforces the importance of placing the customer at the heart of everything we do,” said Nina Bhatia, executive director, strategy and commercial development at John Lewis Partnership. “Charlotte brings tremendous relevant experience and will play a pivotal role in building our Partnership brand, customer strategy and loyalty propositions.”

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