Sophie has built the partnership’s BTR operational business from scratch, scaling quickly towards an initial 1,500 home portfolio of third-party sites. Her proposition embodies the high standards and values of the JLP’s approach towards community, loyalty and service, balanced with effective and efficient financial management.

Drawing on over 15 years of experience with JLP, Sophie leverages her extensive background across retail and digital operations to full effect, meaning that JLP’s operational brand takes a digital-first, customer-centric approach. She has operationally led eight different John Lewis branches and headed a £900m digital trading team, experiences that have honed her expertise in delivering exceptional customer service and operational excellence. During the COVID-19 pandemic, Sophie developed customer experience propositions worth £50m, including digitising core services, which now inform her strategies in the BTR market.

Sophie’s responsibilities encompass brand development, marketing, digital strategy, customer experience, and propositional design. In addition to the onsite operations and management. Her innovative approach and dedication to customer excellence, derived from her retail experience, drive the operational success of JLP’s BTR platform. Sophie’s strategic initiatives have consistently resulted in improved resident satisfaction and operational efficiency, mirroring the high standards expected in John Lewis retail environments.