David Thornton-Cousins
Summary
An experienced and results-driven store manager with over 22 years of retail experience. I have worked across various store formats, ranging from large retail parks to smaller high-street locations. Passionate about delivering exceptional customer experiences, I consistently uphold the highest retail standards while empowering teams to achieve outstanding results. I bring a strong background in staff development and possess a highly commercial approach to problem-solving and business growth.
Overview
23
23
years of professional experience
2
2
years of post-secondary education
Work history
Multi Format Store Manager
WHSmith
01.2018 - 01.2025
- Company Overview: As a Store Manager at a WHSmith hospital location, I oversaw a diverse retail environment that included a traditional WHSmith offering, a Marks & Spencer “Food to Go” implant, and an in-store café called "The Coffee House."
- Leadership and Staff Management: Led and motivated a team to consistently achieve performance targets, ensuring high levels of productivity, morale, and customer service
- Managed recruitment, training, and development to ensure a highly skilled team
- Retail Operations: Oversaw stock management, merchandising, and inventory control, ensuring optimal product availability and presentation in line with brand standards
- Customer Service Excellence: Provided exceptional service, addressing customer inquiries, resolving complaints, and ensuring a welcoming environment that met the needs of hospital visitors, patients, and staff
- Multi-Departmental Oversight: Managed the integration of WHSmith's traditional offerings with the Marks & Spencer food implant and café services, ensuring seamless operations between multiple departments
- Financial Management: Responsible for budgeting, financial reporting, and monitoring sales performance
- Implemented cost-control measures to optimize store profitability
- Health and Safety Compliance: Ensured strict adherence to health and safety regulations, particularly in a hospital setting, maintaining a safe and hygienic environment for both staff and customers
- Problem-Solving and Decision Making: Effectively handled operational challenges and customer complaints, using strong problem-solving skills to find quick and effective solutions
- Sales and Marketing: Implemented promotions and marketing strategies to increase sales, drive foot traffic, and enhance brand presence within the hospital environment
- Cross-Departmental Collaboration: Collaborated closely with other hospital departments to align store operations with patient and visitor needs, fostering strong relationships with hospital management
- As a Store Manager at a WHSmith hospital location, I oversaw a diverse retail environment that included a traditional WHSmith offering, a Marks & Spencer “Food to Go” implant, and an in-store café called "The Coffee House."
Store Manager
Maplin Electronics
Norwich
01.2002 - 01.2018
- Focusing on delivering exceptional customer service
- Inspiring, motivating and developing staff
- Managing daily routines and activities of the store
- Analysis of information and data to identify opportunities
- Delivering high retail standards consistently
- Lead by example and role model behaviours
- Promoting and living the company values
- Communicating clear business messages to the team
- Managing change
- Pro-actively plan to improve store KPI's and identify root cause
- Maintaining health and safety obligations
- Compliance and integrity of company policies and audits
Education
GNVQ Advanved - Computer Science & Information Technology
City of Westminster College
01.1999 - 01.2001
Skills
- Customer service
- Sales driven
- Interviewing
- Team motivation
- Effective delegation
- Loss prevention strategies
- Market and competitor analysis
- Time management
- Resource management
- Budget management
- Target management
- Staff development
- Retail software fluency
- Business Analytics
References
References available upon request.
Timeline
Multi Format Store Manager
WHSmith
01.2018 - 01.2025
Store Manager
Maplin Electronics
01.2002 - 01.2018
GNVQ Advanved - Computer Science & Information Technology
City of Westminster College
01.1999 - 01.2001
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