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Peter Cross, Customer Experience Director at John Lewis is well known in the industry for a frank view and a bold ambition. He has been at the brand for six years and in his current role for two. In that time customers have slept in shops, staff have been sent to theatre school, specialist services have been anchored by “concierge style” Experience Desks and the pressure has been kept up on making the digital and fulfilment journey as good as it possibly can be.

Peter has worked in marketing communications for 30 years, in house at Burberry, L’Oreal, Richemont and latterly nurtured his passion for shops agency side as business partner to Mary Portas for ten years at her eponymous strategic retail agency Portas.

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