John Lewis appoints Co-op executive as pan-partnership customer director

John Lewis has confirmed the appointment of Charlotte Lock to the newly created role of pan-partnership customer director.

Lock will start her new position in April, where she will be responsible for delivering a pan-Partnership customer strategy, leading the development of its customer capabilities, as well as delivering a new Partnership loyalty proposition.

She will report to the John Lewis partnership strategy and commercial director, Nina Bhatia, and work alongside the customer directors at John Lewis and Waitrose, Claire Pointon and Martin George respectively.

Lock is currently working as director of data, loyalty and digital products at the supermarket chain Co-op, which she joined in 2020. During her tenure she was responsible for data,  digital and CRM and relaunched the retailer’s membership proposition. Prior to this she spent almost nine years at the BCC and also worked as loyalty programme manager at Asda.

Lock said: “I’m delighted to be joining the Partnership and working with the talented team at an exciting time for the business. A strong culture of positive collaboration shone through the process and that, coupled with the opportunity to work with two of the UK’s best-loved brands, made the role irresistible."

Nina Bhatia added: “Charlotte’s appointment reinforces the importance of placing the customer at the heart of everything we do. Charlotte brings tremendous relevant experience and will paly a pivotal role in building our partnership brand, customer strategy and loyalty propositions.