Store has separated from Waitrose, allowing it greater focus as it continues to supply homeware, technology, fashion and gifts at estate’s heart

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Canary Wharf has a new store, although readers might well be forgiven for missing the change.
What were once the upper levels of Waitrose Food And Home in Canada Square have been rebranded and now operate distinctly as the estate’s branch of John Lewis.
The retail spaces remain connected, of course, both physically by escalators and in business under the umbrella of the John Lewis Partnership.
However, with a changing customer profile as the Wharf continues to evolve, it was felt the time was right for new signs and a dedicated leadership team to take over.
Helen Chalkley has been named as the store’s first branch manager and is thrilled to tackle the challenge of more firmly establishing the brand in Wharfers’ minds having taken up her post in February.
Similar to her Waitrose counterpart, Amy Stickland, she’s spent her whole career in the business and returns to Canary Wharf following an earlier spell as deputy branch manager at the east London store when it was all Waitrose Food And Home.

from Oxford Street to Canary Wharf
“In July I’ll have worked for John Lewis for 33 years, having started off as a part-time partner in the Oxford Street branch,” said Helen.
“My mum used to work for the business, so there’s a family connection and I’ve always wanted to run my own shop.
“I’ve spent most of my time in Oxford Street and that’s where I managed my first department, which was children’s wear.
“I’ve also worked at Bluewater, in Enfield and at head office, which I loved.
“But it’s super exciting to come back to Canary Wharf, especially as it has now become a John Lewis.
“The change unlocks so many things for us and that means our customers here will be getting the very best the brand has to offer.”
The new signs are up and incremental changes are being made, with outdoor furniture now on the shop floor, for example.

a renewed focus on John Lewis Canary Wharf
“Many of the changes are behind the scenes, with the introduction of systems that we didn’t have before that will make us more efficient,” said Helen.
“The change should make the customer journey here better.
“Also, having a dedicated branch manager means a clear focus on what we offer and how we operate – I bring a ton of retail and commercial experience to help support the opportunity here.
“That’s the same for Waitrose too, although we will continue to work together.
“I think it’s very powerful that customers can see there’s a John Lewis here and that will help drive footfall for us.
“It’s a beautiful shop – it’s got something for everyone – and it’s one our partners can be really proud of.
“One of the reasons for the separation is that we’ve seen a lot of change in Canary Wharf over the last five years.
“There are more families living on the estate and in the surrounding area, for example, and we’re seeing those customers coming in regularly.
“We used, very much, to be a commuter store but that’s not so much the case anymore although we still have a strong focus on gifts so it’s vital we have the right brands and products for the people coming in.
“We know what the data tells us and we know what our customers are asking for so we can hopefully ensure that’s the case.
“I’ve got a real hunger for driving delight in our customers and always keeping them at the heart of everything we do.”
In some senses, running John Lewis Canary Wharf is a similar balancing act to the wider estate, with workers, residents and visitors to the area, all coming with different needs and desires.

different things for different people
Helen said: “It’s a real mix. Some customers are shopping intentionally for a particular product while others are browsing as a leisure activity.
“Technology, including our Apple range does really well here, as does Lego.
“But then you might have a customer who’s come in at lunchtime because they’re going out that evening and they’re looking for an outfit.
“We now have Topshop in store, which is a really positive arrival for us and we’ve also introduced Aubin in our menswear department, which is a really exciting brand.
“We’re making lots of small changes, such as our new Apple table on the top floor to showcase the brand’s products and there will be more of those to come.”
The decoupling also allows Helen to assert the shop’s identity and values more succinctly.
She said: “I feel really privileged to be this store’s first branch manager and I think that’s about making sure the partners here are living and breathing John Lewis and proud to be wearing the badge.
“Some of the changes we’ve made with our systems should make their lives easier and that will be reflected in how we serve our customers and communicate the value we offer.
“This area isn’t like any other – I always think I work in New York when I’m here.
“There are tons of opportunities for us here and I want us to make the most of them.
“It’s about ensuring we understand what the Canary Wharf customer wants.
“The world of retail is constantly changing, but many of the basics remain the same.
“We want the shop to be well presented and for the customers who come to us for inspiration to find it in our spaces.
“Shopping should be fun and that’s something our partners can get really excited about delivering. For me, working in this sector is as thrilling now as it was 30 years ago.
“One of the things we’ll be doing is continuing our programme of in-store events.
“We have a mother and baby music group and we’ve just hosted a liquorice tasting.
“Activating our spaces in this way is a great way to bring people into the store to enjoy themselves and perhaps discover products they might not have known about otherwise.
“It draws people in with a bit of retail theatre and you see different groups coming here, discovering what we have to offer and then connecting with one another.”

key details: John Lewis Canary Wharf
John Lewis Canary Wharf in Canada Square is open Monday-Saturday from 9am-9pm and from 11.45am-6pm on Sundays.
You can find out more about the store here
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