Susanna Cousens
Folkestone,Kent
Summary
Accomplished Retail Leader with 25 years of experience in operations and sales. Proven track record of driving sales growth, optimising store efficiency, and leading high-performing teams. Expert in strategic merchandising, conflict resolution, and delivering exceptional customer experiences within fast-paced commercial environments.
Overview
10
10
years of professional experience
7
7
years of post-secondary education
Work history
Sales Manager
Currys
Canterbury, Thanet, Folkestone, Kent
2025.05 - Current
- Lead high-performing sales teams and motivate colleagues to meet and exceed monthly sales targets.
- Implement strategic merchandising initiatives to enhance product visibility and customer engagement.
- Identified and implemented operational process changes to maximise store efficiency and drive continuous improvement across daily workflows.
- Successfully deputised for the General Manager, overseeing and directing all operational decision-making, ensuring continuous business performance during periods of absence.
- Enhanced the "omnichannel" experience by ensuring strong product availability, competitive pricing, and a seamless customer journey.
- Contributed to enhancing the omnichannel experience by maintaining product availability and competitive pricing.
Sales Colleague
Currys
Folkestone, Kent
2024.06 - 2025.05
- Provided expert product knowledge and offered tailored advice to enhance customer satisfaction and drive sales.
- Consistently achieved daily and weekly sales targets through effective customer engagement.
- Maintained visual merchandising standards and upheld a clean and organised sales floor to create an inviting shopping environment.
Merchandiser
B&M Retail
Folkestone, Kent
2023.11 - 2025.01
- Increased product availability and promotion on the sales floor through thoughtful merchandising and implementation.
- Coordinated store display in line with brand guidelines and strategies.
- Successfully gained an in-depth understanding of customer wants and needs, tailoring merchandising plans accordingly.
Sales Co-ordinator
Cinque Ports Mobility
Folkestone, Ashford, Kent
2021.03 - 2024.06
- Generated over £200,000 in sales (FY 2021/22) by executing high-impact sales strategies and improving customer retention through CRM optimisation.
- Set up appointments with potential and current customers to promote new products and services.
- Presented mobility products during retail trade shows to increase market presence.
- Improved productivity by increasing customer communication and preparing pricing strategies for current customers to enhance sales.
Instore Service Advisor, Team Knowhow
Dixons Carphone
Folkestone, Kent
2016.11 - 2021.02
- Mentored teams to deliver best-in-class complaint resolution and complex technical support.
- Resolved conflicts and negotiated mutually beneficial agreements between parties.
- Followed up with customers after completed sales to assess satisfaction and resolve technical or service concerns.
- Increased sales by offering advice on purchases and promoting additional merchandise.
Education
Higher National Diploma - Business Administration
South Kent College
Folkestone 2004.09 - 2005.07
11 GCSEs -
Archers Court School
Dover 1993.09 - 1998.06
GNVQ - Leisure and Tourism
Archers Court School
Dover 1998.09 - 2000.06
Skills
Mental Health First Aider
Expert in AI
Effective communication
Coaching and development
Conflict resolution
Decision making
Time management
Team leadership
Timeline
Sales Manager
Currys
2025.05 - Current
Sales Colleague
Currys
2024.06 - 2025.05
Merchandiser
B&M Retail
2023.11 - 2025.01
Sales Co-ordinator
Cinque Ports Mobility
2021.03 - 2024.06
Instore Service Advisor, Team Knowhow
Dixons Carphone
2016.11 - 2021.02
Higher National Diploma - Business Administration
South Kent College
2004.09 - 2005.07
GNVQ - Leisure and Tourism
Archers Court School
1998.09 - 2000.06
11 GCSEs -
Archers Court School
1993.09 - 1998.06