Waitrose snaps up former M&S marketing boss as customer director

Ansell will fill the shoes of Martin George who is leaving the partnership after five years, in January 2023.

Ansell, who has 20 years’ retail and FMCG experience – 10 of those with M&S – and has previously worked in marketing roles for household names including Heinz, Birds Eye and Red Bull, joins from UK consumer agency House 337.

He will be responsible for developing the John Lewis-owned retailer’s multichannel customer strategy. Ansell said he “couldn’t be happier” at joining the John Lewis Partnership.

“I’m a lifelong admirer of the Waitrose brand, with its clear and compelling purpose as an employee-owned organisation and its unrelenting delivery of superior quality and outstanding customer experience,” he said.

“I’m honoured to join the team and can’t wait to get started further strengthening the brand and helping to build lifetime customer loyalty.”

Waitrose executive director James Bailey thanked George for his “valuable contribution” and “dedication and passion” to Waitrose during his five-year tenure, while expressing delight at Ansell’s appointment.

“In a climate where customer trust has rarely been more important, the Waitrose brand stands head and shoulders above all others with our commitment to quality, value, service and sustainability,” he said.

“We see huge potential to grow the brand and reach new customers.”

Earlier this year, the John Lewis Partnership authorised a one-off cost-of-living payment bonus and free food over the winter for staff.

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