DAVID THORNTON-COUSINS
david@thornton-cousins.net
http://thornton-cousins.net
PROFESSIONAL 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.
WORK HISTORY
MULTI FORMAT STORE MANAGER, 10/2018 - 01/2025
WHSmith - Norfolk and Norwich University Hospital
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.
STORE MANAGER, 01/2002 - 08/2018
Maplin Electronics, Norwich
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Focusing on delivering exceptional customer service
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Inspiring, motivating and developing staff
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Managing daily routines and activities of the store
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Analysis of information and data to identify opportunities
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Delivering high retail standards consistently
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Lead by example and role model behaviors
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Promoting and living the company values
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Communicating clear business messages to the team
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Managing change
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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
SKILLS
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Customer service
•
Sales driven
•
Interviewing
•
Team motivation
•
Effective delegation
•
Loss prevention strategies
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Market and competitor analysis
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Time management
•
Resource management
•
Budget management
•
Target management
•
Staff development
•
Retail software fluency
•
Business Analytics
..
EDUCATION
City of Westminster College, 01/1999 - 01/2001
GNVQ Advanced: Computer Science & Information Technology
REFERENCES
References available upon request.
