Summary
Overview
Work History
Education
Skills
Timeline
Generic

James Cook

Retail Director / General Manager
Doha

Summary

An accomplished customer-focused luxury retail leader who enjoys developing and guiding teams so that strategic and financial objectives are met. Enthusiastic, adaptable and collaborative in style but also comfortable with personal accountability for large budgets and short deadlines. Numerate and analytical and known for delivering outcomes that exceed expectations. Possesses strong knowledge of the luxury market and is skilled in developing strong relationships with business partners to achieve mutual goals and loyal customers.

Overview

31
31
years of professional experience

Work History

Divisional Manager - Accessories, Fine Jewellery and Watches

Selfridges & Co
London
05.2016 - 02.2025
  • Achieved both divisions' sales targets through diligent budgeting and maximising the profitability and efficiency of my business by influencing and providing guidance to my team, our concession partners and internal stakeholders.
  • Managed the operations of both my divisions through approximately 90 own-bought employees and 300 concession team members.
  • Developed customer experience initiatives to achieve store leading NPS and average transaction value.
  • Fostered strong client relationships to ensure repeat business opportunities resulting in 3 largest sales in company history.
  • Drove reductions in stock loss and growth in sell-through by improving inventory accuracy and shop floor behaviours.
  • Provided effective communication between the diverse concession partner teams and internal stakeholders resulting in strong events, on-schedule openings and impactful visual merchandising.
  • Enhanced team performance by implementing strategic development plans, setting clear objectives and utilising regular reviews.
  • Held role of general store manager with accountability for opening and closing, communication to all management, security and store facilities
  • Developed and delivered concise, accurate and relevant business information to executive directors in terms of regular reporting and forecasting.
  • Grew market share by influencing my area of the business with knowledge of product, competitors, customer trends, openings and events.
  • Collaborated with L&D teams to develop and deliver effective recruitment, retention and mentoring strategies and identify and nurture talent for growth and development.
  • Streamlined management working groups for: international sales development, pop-ups and openings, VIP customer engagement, sustainability and management up-skilling.
  • Seconded to lead the Home and Technology division (2024) Click and Collect (2023-24) and Menswear (2018-19)

Retail Director (UK and Ireland)

Thomas Sabo
, UK And Ireland
01.2015 - 01.2016
  • Oversaw daily operations for 43 stores in UK and 4 in Ireland, with 5 area manager direct reports. 24 of the stores were stand-alone boutiques.
  • Set retail strategies, sales budgets and customer service initiatives, as well as identification of new store opportunities (concessions and stand-alone stores) with MD.
  • Championed customer-centric culture, empowering employees to provide personalised solutions that exceed expectations while cultivating long-term loyalty among clientele.
  • Developed effective training plans, mystery shopping programme, rewards and incentive schemes and whilst controlling salary and commission budgets.
  • Achieved consistency in visual merchandising, retail standards, delivery of in-store marketing initiatives and staff presentation in close partnership with German HO.

Boutique Project Manager (temporary Contract for IWC Schaffhausen)

Richemont UK
London
09.2014 - 01.2015
  • Recruited full team for IWC's first UK boutique in Bond Street, ensuring best blend of experience, sales ability and Maison representation.
  • Established all retail aspects of operations, including customer experience journey, CRM, security and merchandising principals in our unique space.
  • Coordinated with IWC's UK marketing team to develop innovative strategies that supported the distribution network and new store simultaneously for a strong opening ahead of schedule.
  • Successfully managed multiple projects simultaneously by prioritising tasks according to urgency, resource availability, and alignment with organisational goals.

Retail Director

Aurum Holdings (now Watches of Switzerland)
, UK
01.2009 - 01.2013
  • Trading board member with full P&L responsibility for 3 divisions (Mappin & Webb, Watches of Switzerland and Heathrow Airport), 28 UK stores, 220 staff, over 30 watch brands and a sales budget in excess of £150M.
  • Delivered double digit sales growth year on year through committed implementation of sales, service, client acquisition and customer experience strategies.
  • Equity holder and contributor to the attainment of 5 year profit objective within 3 years, leading to a successful sale of the company.
  • Strengthened retail teams through succession planning, key appointments, development strategies and creation of new roles.
  • Developed and implemented major sales growth strategies, such as overseas client expansion, VIP customer cultivation, hospitality and team selling skills.
  • Saved significant costs to budget by driving efficiency, reducing staff turnover and implementing team cost-saving initiatives.
  • Improved relations with third party watch brands through closer working partnerships and the development of common priorities in a fast-moving market.
  • Promoted 4 times from Operations Manager to Director role from 2001 to 2009.

Sales Manager

Pendragon PLC
02.1994 - 01.2001
  • Company Overview: Pendragon were the largest retailers of new and used vehicles in the UK with staff of approximately 2000.
  • Held various positions for them as my responsibilities grew with experience.
  • Successful new and used car sales manager with them on leaving having one manager of the year twice and numerous awards.

Education

High School Diploma -

Sir Henry Floyd Grammar School
UK

Skills

Operations management

Internal and stakeholder collaboration

Customer experience development

Written and verbal communication

Organisational development

Team training, coaching and mentoring

Strategic planning, objective setting and business development

Relationship building

Timeline

Divisional Manager - Accessories, Fine Jewellery and Watches

Selfridges & Co
05.2016 - 02.2025

Retail Director (UK and Ireland)

Thomas Sabo
01.2015 - 01.2016

Boutique Project Manager (temporary Contract for IWC Schaffhausen)

Richemont UK
09.2014 - 01.2015

Retail Director

Aurum Holdings (now Watches of Switzerland)
01.2009 - 01.2013

Sales Manager

Pendragon PLC
02.1994 - 01.2001

High School Diploma -

Sir Henry Floyd Grammar School

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