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‘We can’t rest on our laurels’: John Lewis’s top marketer on transforming the business
Customer director Claire Pointon outlines marketing’s role in John Lewis’s revamped business strategy, which includes a new pricing architecture, “reimagined” high street stores, and bringing the Waitrose and John Lewis partnership closer together.
John Lewis was once the darling of a booming high street, but as consumers shift their attention towards online retail, both have seen their fortunes turn. Last year John Lewis notched up a £517m pre-tax loss, and permanently shuttered eight of its stores.
