New John Lewis executive director Peter Ruis has promised customers he will make the department store special again.
Ruis, who returned to the Partnership last month, said he was committed to re-establishing John Lewis’ credentials in value, quality and service as he looked to make the business “even more special”.
In an email sent to customers, Ruis wrote: “At the end of my third week leading John Lewis, I’m writing to thank you on behalf of the whole team for your continued loyalty.”
“Returning to the UK’s favourite department store is an extraordinary privilege. I’m thrilled to have the opportunity to make the trusted quality, service, style and value you expect from John Lewis even more special.”
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Ruis continued: “Above everything, at John Lewis, we’re focused on what’s important to our customers. We’ve always prided ourselves on offering a unique combination of warm expert service from our partners, coupled with unwavering quality.”
The executive director’s pledge coincided with the unveiling of John Lewis’ new-season ranges, for which Ruis offered email recipients £5 off a £50 spend over this weekend.
The department store was once seen as an exemplar for the industry, until it was knocked sideways during the pandemic and struggled to regain lost ground under chair Sharon White’s turnaround plan.
The retailer is understood to be stepping up its revival efforts this year after it was reported the Partnership, which also owns Waitrose, is planning to cut up to 11,000 jobs.
White told staff last month they should prepare for “quite big changes and quite bold changes” as she claimed the business will return to profit in 2024 after last year’s £234m loss.
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