Business and information technology consultancy Charteris plc, which is a specialist in helping retailers use multiple channels to win maximised market share, has appointed expert retailer Andrew McMillan as a senior consultant. McMillan joins Charteris from John Lewis, where he was manager, customer service, for the department store division.

Prior to joining Charteris, McMillan was with John Lewis for all his career. He joined the retailer after A Levels, initially with the intention of going on to university, but enjoying working at John Lewis so much that he decided to forge a career there instead. McMillan worked in a wide variety of roles at John Lewis, including managerial positions in many departments and manager of the head office Intelligence team, which looks at the business from a customer’s perspective and makes recommendations to directors. McMillan was then manager of customer service for eight years, specifically responsible for the customer experience delivered by staff in the shops, including training staff in sales skills. 2

‘I have really enjoyed my time at John Lewis and am now relishing the challenge of working in a consultancy role at Charteris and using my knowledge of the retail industry and the fundamental dynamics that make retailers successful,’ McMillan says. Martin Chitty, head of the retail, media and services practice at Charteris, says: ‘We are delighted that Andrew has joined us. He’ll be working in the Customer Centricity field here to bring his deep knowledge of customer service to help our customers leverage their investments in multi-channel retailing.’