Andrew McMillan

Andrew McMillan

Company: John Lewis Partnership

Job title: Former head of customer service


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 over the next eighteen years led a number of selling teams in different branches.

He next moved to the head office to take charge of the department stores’ customer-centric Intelligence Team – an internal consultancy. Andrew was then asked to lead on customer service for the department store division. Over the next eight years the role saw him develop JLP’s market-leading culture and attitude towards customer service and sales. That customer-driven culture is something that is synonymous with the John Lewis brand and during his tenure John Lewis won many awards for customer service and were frequently cited in the media as a leading customer oriented organisation.

In 2012 Andrew set up his own consultancy specialising in employee engagement, customer experience and the leadership to create the link between the two. He is also in demand internationally as a conference speaker, facilitator and chair.


Building loyalty and trust: the John Lewis Experience 11:45 am

How a brand can create trust with its customers Supporting customers through difficult conversations What energy companies can take from the John Lewis storyRead more

day: 16 March