John Lewis Career
Andrew started his career as a management trainee with the John Lewis Partnership at Brent Cross. He quickly moved up through the management ranks and led a number of selling teams in different branches culminating in managing the furniture floor in the flagship Oxford Street branch.
From there he moved to the head office to take charge of the department stores’ customer-centric Intelligence Team. They acted as an internal business consultancy reporting on competitive strategy, product differentiation and value, catchment area demographics for new branches and customer service.
In 2000 Andrew was asked to lead on customer service for the department store division. The role saw him develop JLP’s market-leading culture and attitude towards customer service and sales with the 20,000 customer-facing Partners in 26 John Lewis shops across the UK. That customer-driven culture is something that has now become synonymous with the John Lewis brand and during his tenure John Lewis won awards for customer service from Which?, Verdict and Retail Week and were frequently cited in the media as a leading customer oriented organisation. He was also responsible for the management and resolution of the group’s escalated customer complaints.
While at John Lewis, Andrew advised many other non-competing organisations on their customer service strategy and became recognised as an expert in the field.
Immediately after leaving John Lewis Andrew joined City based consultancy firm Charteris as a Principal Consultant; he still works for them on a part-time basis. During his full-time career with Charteris Andrew specialised in employee engagement, customer experience, and customer centric business change. He led projects for Plymouth City Council where he helped them re design the access to, and provision of, Adult Social Care services – a project which subsequently won a national award. He supported a number of NHS foundation trusts to successfully develop and implement their patient experience strategies. He also worked with a number of high profile private sector clients including Virgin Atlantic.
British Council of Shopping Centres
Andrew joined the Customer Experience Committee at the British Council of Shopping Centres during his time at John Lewis; he was asked the Chair the committee in 2010. This role maintains Andrew’s strong links with the retail community, where he has a particular interest in promoting the viability of the UK’s shopping centres and High Streets as valuable social spaces in addition to the commercial benefits they bring. The BCSC run an annual awards programme for excellence in customer experience in shopping centres (ACE Awards) which recognise the achievements of shopping centres and individual employees. During Andrew’s chairmanship the committee have developed and grown the awards substantially.