LIFE STYLES

New Fashion And Beauty Departments At John Lewis

The John Lewis store in Albion Way, Horsham is undergoing an extensive refit, in preparation for the launch of new services. Here, Branch Manager Jack Howe reflects on his journey with the company and why the changes mark the start of an exciting chapter for the store…

When did you first join John Lewis?

I started working at the Bluewater store on a temporary basis aged 16. John Lewis has played an important part in my life, as I met my wife there too. We unexpectedly reunited several years later, after Emma had finished university and become a teacher, and I had spent a year working abroad. We now have two young children together.

When did you become Manager at the Horsham branch?

I was promoted in March 2022, after three years as Deputy Branch Manager at the Oxford Street store. When I was offered the position, I was simultaneously informed that I would be project managing an extensive refit. I've been on a steep learning curve for the last year, getting to know the town, the store, the customers, and partners working alongside me, whilst also overseeing the refit. It’s been a challenge, but an exciting one.

Tell us about the current works…

Central to the project is the need to re-purpose the ‘At Home’ format. The store will no longer be John Lewis At Home, but simply John Lewis. Since the Horsham store opened in 2015, it has showcased John Lewis’ home and technology products. We’re now introducing fashion and beauty departments, which hasn’t been done before at a John Lewis store of this size.

Why the need for new services?

John Lewis & Partners aims to be there ‘For All Life’s Moments’ and the changes reflect that. When you start a family, we’ll support you when you buy your first car seat, buggy and baby clothes through our nursery department. As your children grow, we have toys, clothing and a shoe fitting service for their first day at school. When the time comes to spruce up your home or move house, we’re there for your soft furnishings, furniture, lighting and decorations through our home design service. Technology is part of that too, as a new TV can be the final flourish to the lounge of your dreams. To be there for all life’s moments, we need fashion and beauty departments too, with outfits for your new job, and beauty treatments before a special occasion.

Did you consider closing the store while work was carried out?

It was essential to remain open. We wanted to continue to serve our community while doing our best to minimise any disruption for customers. This is a trial project that will inform future developments at other stores. It has brought challenges, but nothing my team hasn't been able to cope with, and they continue to be proud of the shop they work in. Indeed, we’ve been able to showcase the new departments, which has added to the excitement and anticipation amongst customers.

Which fashion brands will you offer?

Some brands have been featured on the holding boards, including Levi, Baukjen, Whistles, and menswear brands such as Kin and Barbour, with others yet to be revealed. We will also introduce a personal styling service, creating more jobs in the community. The beauty room will offer treatments such as facials and manicures, enhancing the customer experience. The feedback so far is that people are delighted about the new additions, with some customers remarking that they’ll no longer need to travel to London to buy clothes.

With new services introduced, you have surely lost something?

As the floor space remains the same, we have reduced the home department by 24% and technology by 17%. So, there has been a compromise. When the store first opened, there was much fanfare about the beautiful room settings which showcase beds, linen, furniture, lighting and decorations in a variety of themes. Since then, our home design service has been hugely successful and we recognise the need to maintain that. So, as part of the refit, we will be launching ‘The World of Design’ to showcase home furnishings in a unique space.

Can people order products no longer in store?

The beauty of our omnichannel service is that we can order anything from the John Lewis catalogue within 24 hours, via our click-andcollect service. We’ve taken the opportunity to make changes at the front of the store too, relocating customer services to make them more accessible and convenient. It means people can now collect parcels during Waitrose opening hours, even if John Lewis is closed. That is one of the benefits of the relationship between Waitrose and John Lewis. Although both are owned by the John Lewis Partnership,

Horsham and Ipswich are the only two locations in the UK where the two share a space in this format. That’s another reason why there’s interest in our trial, with Waitrose offering food and beverages and John Lewis now offering home, fashion and technology, all under one roof.

The Horsham branch has become more involved in the community. Is this a conscious move?

If you pursue a career in retail, you must enjoy engaging with the public, and I see community work as an extension of that. I’ve worked closely with Daniel, our Brand Experience Manager, to liaise with charities and organisations, and on occasions we have collaborated with Waitrose too, making an even greater contribution to the community. At Christmas, we worked with Home Start to deliver shopping and gifts to families who couldn’t afford certain things that many of us would consider essential at Christmas. We have supported other causes too – donating to raffles and providing retail expertise to charity shops in town – and we recently supported West Sussex Fostering, which aligned with the John Lewis festive advert.

When is the refit due for completion?

We’re expecting activity to be completed by mid-March and towards the end of the month we will contact our members with news and special events. Until then, we remain open, so customers can keep an eye on progress as we edge towards completion.

Further information: johnlewis.com/our-shops/horsham