Charlotte Lock is to leave her role as John Lewis Partnership’s chief customer officer.
Lock announced her departure this week, and is set to start an as-yet-unspecified role in the next few weeks. JLP has not said whether it intends to replace her role.
She first joined the partnership in March 2022 from Co-op, where she was data and loyalty director. As its first-ever pan-partnership customer director, she has led the customer strategy across both Waitrose and John Lewis during what has been a period of mixed fortunes for the partnership, which fell to consecutive losses but is now back in profit and in the process of a renewed turnaround plan.
“After three intense, rewarding and super-fun years, I am leaving JLP for a role which is a personal passion,” Lock said in a LinkedIn post.
“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. It’s been a privilege and I’m so proud of all we have achieved together. I wish you all every success and happiness.”
Her departure comes as the partnership gears up for its latest attempt to relaunch its loyalty proposition, with a new pan-partnership scheme set to launch in early 2025. The combined programme will replace the current standalone MyWaitrose and My John Lewis schemes.
The partnership restructured its customer leadership team in September 2024 in preparation for the launch. It saw Emily Wells, previously pan-partnership head of loyalty, take sole responsibility for loyalty at John Lewis, while responsibility for loyalty at Waitrose would pass to a newly created position reporting into the supermarket’s customer director Nathan Ansell.
The Grocer understands Waitrose is still yet to fill the position.
Confirming Lock’s decision to step down, a JLP spokesman said hailed Lock’s “significant contribution” to the partnership.
“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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