Board Seat, New Customer Role for John Lewis's Inglis

As part of a senior reshuffle, UK retailer John Lewis has promoted its Head of Marketing Craig Inglis to the role of Customer Director, with a seat on the Board. He retains responsibility for marketing and customer insight.

A seven-year veteran of the firm, Inglis (pictured) joins Board member Paula Nickolds, who is promoted from Buying and Brand Director to Commercial Director. At the same time, former Retail Director Andrew Murphy is promoted to the key new innovation role of Group Productivity Director, and is replaced by former Online Director Mark Lewis, while head of operations Dino Rocos adds responsibility for 'omnichannel buying'.

Inglis has been the innovative, employee-owned store's Marketing Director for seven and a half years, following a decade as Sales & Marketing Director at Virgin Trains. Prior to this he was a Product Manager at Thomson Holidays for four years. He holds a First in Business Studies from Edinburgh Napier University.

MD Andy Street says the latest changes 'place the customer at the heart of our decision making' and will ensure the firm 'continues to lead omnichannel retailing in the UK'.

Three years ago the retailer appointed former Lloyds Banking Group Customer Value chief Paul de Laat as its first Customer Insight Director; whilst John Lewis' grocery division Waitrose created a Customer Development Director role as long ago as January 2007, with a similar claim to be putting customer requirements at the heart of its ambitious plans.

Last week British Airways (with an appointment) and supermarket Morrisons (via a statement from the CEO) also underscored their focus on customer experience.

Web site: www.johnlewispartnership.co.uk .

All articles 2006-23 written and edited by Mel Crowther and/or Nick Thomas, 2024- by Nick Thomas, unless otherwise stated.