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Oliver Lucas

The head of customer insight and customer relationship management, New Look, aged 33

As retailers’ relationships with customers become increasingly interactive, managing the ever-more detailed input from customers is a key skill. Oliver Lucas isn’t yet on the board at fast-fashion chain New Look but it wouldn’t be surprising to see customer insight directors appearing on retail boards in future.

“My job is about listening to the customer through various means such as focus groups, questionnaires and surveys. I think my age makes me more appreciative of the world of social media and the ability to talk to people who embrace that as part of their daily life.”

Lucas says he would like a “broader role” in future that could take him up to directorship level and, given the respect he’s got from top management and New Look’s history of promoting insiders, it’s not unlikely he’ll meet that ambition.

New Look chief executive Carl McPhail says: “Oliver has the right attitude and approach to getting the customer to the fore of our decision process, always challenging the business to do a better job for the customer.”

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