// John Lewis Partnership customer experience director Peter Cross to step down at the end of April
// He has been with the company since 2013, first joining as communications director
// He has been in his current role since 2017
John Lewis Partnership has announced that its customer experience director Peter Cross will be stepping down from the business at the end of April.
He has been with the partnership since 2013, joining as communications director for John Lewis before being appointed customer experience director for John Lewis and Waitrose in 2017.
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The John Lewis Partnership credited Cross for “building the love and trust customers have for John Lewis in recent years”.
Additionally, over the last 10 months he led the firm’s efforts to care for the vulnerable in society impacted by the ongoing Covid-19 pandemic.
“It’s been an honour to be part of a team who have driven the relevance of two of Britain’s best loved brands during an unprecedented time of change in the retail industry,” Cross said.
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The revolving door at JLP continues. More experience and expertise departing. Such a waste.
The customer service of Waitrose is appalling locally anyway so much so no longer shop with them. JL have with us given good customer service so cannot fault John Lewis and will continue to support JL.
Hopefully the customer service levels improve as judging by Trustpilot reviews they are not what they were renowned for in the past.
I would hate JL to disappear from the high street but no one owes any chain or department store a living.
I worked for Waitrose when they paid a share of the profits ,what incentive have they got when they see directors walk away with huge redundancy packages and fat pensions and German food retail companies giving their staff a bonus for working during the pandemic where customer service is not existent
You are so right
The fat cats get rewarded for doing a bad job
Someone I know worked for Waitrose since leaving school loved it good training.. Decided then to work for John Lewis customer services which is a call centre in Manchester absolutely diabolical they lasted 12 months. All time and targets they liked to make sure they solved a problem for the customer but impossible because if bad management.
I’m one if those customers. Isolated because of age/illness. No customer service worth mentioning. 5 year guarantee on tv. Not working after 1 year. £900 . No replacement tv. Wait upto 28 days for mending. Tv is my only friend. No relatives. Just alone in the world. They dont care
I trust these comments are seen by the Chief Executive. She might find it more useful listening to customers rather than research analysts.