James Hayes-Isaacs

• Led all Operations pertaining to Stock management, Health and Safety and After Sales Service at Rimowa's Flagship Store. • Supported the Store Director in HR tasks such as Payroll, Rotas, Staff reviews, appraisals and new starter onboarding. • Analysed KPI performance and worked with key stakeholders to ensure that we were building on and improving consistently over time. • Leveraged CRM expertise and luxury clienteling skills to engage with over 6 high-net-worth individuals, enhancing personalised service and client retention. • Managed operations for stock, health and safety, and after-sales service at Rimowa's flagship store, overseeing daily activities impacting 19 employees and an average 120 clients daily. • Assisted Store Director with HR functions including payroll for 19 employees, rota scheduling, staff reviews, appraisals, and onboarding of 3 new hires. • Monitored and analysed key performance indicators, collaborating with several stakeholders in leading European positions to drive continuous improvement in store performance over 5 months.

• Leading the Flagship store into a new era of retail. My focus on customer engagement and communication has been pivotal in driving profitability and memorable consumer experiences. With over three years at the helm, I led and developed my team to embrace cloud technology - enhancing operational efficiency and employee accountability. • Developed a historically problematic store and team, working closely with the HR Business Partner and Senior Management to resolve multiple complex staffing issues that had been mismanaged over a period of years. • Developed the store’s client base, building and forging new relationships with key clients, and ensuring that they received the exceptional personal care they required. • Led the highest performing store globally within Swatch Group through 2023. This is shown in the store's net takings in 2022 of 1,015% vs 2021 and a further increase of 235% in 2023 vs 2022. Leading the store to it's best year with a high street turnover in excess of £11m in 2023. • Managed inventory ensuring optimal stock levels where possible and minimizing shrinkage. Over my time with Swatch this has ensured a stock loss, to date, of less than 0.0003% of units sold. • Regularly assisted in supporting other London stores with cover, as well as HR, business advice and training to my peers and new store management.

• Improved the company’s working processes through moves to cloud platforms, including Microsoft Teams and Trello, this helped stores move to a paper minimal environment with improved accountability and performance tracking. This enabled management to take advantage of mobile working and reporting. • Rolled out cloud-based rota management software, with employee buy in, which improved stores’ abilities to track payroll, holiday, attendance as well as improving accountability at all levels. • Achieved profitability within the first year upon opening the flagship location with double digit growth, taking £118k above target (17%+ to Target) without social media support from head office. • Continued to build upon Samsonite’s customer experience - delivering the company’s strongest Mystery Shopping result in 2019, building upon a top 10 result within Europe in 2018. • Multi-site managed and led the recruitment and talent development for several stores around London.

• Joined as Assistant Manager and promoted to Store Manager within four months. • Made the store profitable, taking it from a -£50k deficit when I joined in late 2016 to a +£65k surplus by the end of 2017. • Updated and improved UK procedures working to reduce paper and toner usage in all stores whilst simplifying processes. This started with trialing and developing a single project using the Trello platform to achieve consistency through visual merchandising across all shifts with built in accountability. • Managed staff and recruitment, stock profile, sales, grew fresh business ventures and business relationships.

• Luxury hand, bath and shower gel company, utilising the finest ingredients and adept in the art of layering scents, this British establishment is the finest in it's field.

Played a crucial project management role in opening the brand’s first stand-alone store worldwide. • Successfully helped identify, define and develop the customer experience, making sure that it reflected the brand’s ethos. • Played a key role in managing the relationship between the UK team, global retail operations, and product development teams. • Negotiated with global buying teams from a number of fashion houses and department stores including Luxottica’s Western European buying team, House of Fraser and Selfridges, leading to increased sales within their physical and online stores. • Managed thirty-seven staff across two sites, providing training to the teams on the entire range of brands and products belonging to the Luxottica family. • Conducted key training for the Selfridges’ Summer pop-up Ray-Ban store two years running. • Put together and delivered an immersive hands-on training session for the buying teams of both House of Fraser and Selfridges, as well as the e-commerce distribution team behind sunglasshut.com. • Consistently exceeded retail sales targets, totaling £3 million+ annual turnover. • Managed and produced the payroll and rota.

• Managing a busy switchboard, complex photocopying, distributing post and franking all outgoing post, greeting clients, assisting all other staff with tasks when needed.