eTail Europe 2017

June 20-June 22, 2017

Queen Elizabeth II Conference Centre, London

44 20.7368.9465

Chris Bates

Head of CRM & Digital Marketing
John Lewis
Chris is Head of CRM & Digital Marketing at John Lewis, responsible for all data-driven marketing across digital channels as well as CRM & loyalty.  In 5 years at John Lewis he has delivered a new consumer segmentation which is driving John Lewis’ strategy and growth, and has designed, launched and led my John Lewis, the brand’s customer membership programme which has over 2 million members, generating significant incremental sales.  
Prior to John Lewis, Chris has held a wide range of consumer marketing roles at RAC, Aviva and T-Mobile.   In 2014 he completed the Marketing Society’s Marketing Leaders Programme.

Digital Transformation

12:15 PM KEYNOTE: Build Loyalty Through Brand-led Omnichannel Experience

Hear the inside story on how one of the most well-known brands on the High Street builds its’ omnichannel proposition and plans for it’s digital future. As Head of CRM and Digital Marketing, Chris heads up all data-driven marketing at John Lewis across digital channels, as well as their award-winning loyalty programme. Here you’ll learn how eCommerce is performing against John Lewis’ expectations, how success is defined there, and what you can do today to evolve from ‘customer service’ to ‘customer centric’ in your own business:

Develop a loyalty programme that delivers real commercial success by designing around the customer, not points and discounts.

Implement new technology that offers deeper customer insights

Incentivise eCommerce, mobile, product, IT and instore teams to work towards common goals