John Lewis has appointed Paul Jones as its Head of Brand and Store Experience, tasked with developing the “next evolution” of its department stores.
He will join the business on 8 January 2024 and report to Pan-Partnership Customer Director, Charlotte Lock.
The retailer noted that the role will be integral to helping develop the customer strategy of both its John Lewis and John Lewis Partnership brands by setting the strategic direction for future brand propositions, innovation and layouts in its 34 department stores.
Jones has spent the last 12 years working for Tesco in head of brand roles, including Head of Brand, Masterbrand, and most recently Head of Brand, Store Design. Prior to Tesco, he was Design Director and Associate Director at JHP Design and Senior Designer at Chadwick International working with clients such as Harrods and Selfridges.
Jones commented: “This is an genuinely exciting opportunity to work with a talented, creative team and evolve the brand’s much-loved stores to give customers an inspiring retail experience that offers them even more of what they enjoy when visiting us.”
Lock added: “Our stores are where outstanding service, stand-out experiences and brilliant products come to life. Paul’s appointment underlines the role they continue to play within our omnichannel strategy – and more crucially their importance to our customers. Paul brings invaluable experience and will further energise our ambition to make every shopping experience fun, easy and rewarding for our customers.”
Despite posting disappointing interim results in September, the Partnership noted that its John Lewis stores had seen increased footfall after benefitting from the draw of services such as personal styling appointments (up 27%), beauty services (up 23%) and nursery consultations (up 17%). The chain has also been testing a series of new concepts and services to make its stores more appealing.
