Stephen Francis Email & Phone Number

Sydney, New South Wales, Australia

• Shleep Co. specialises in ultra luxury bedding, sleep and leisurewear in the finest Australian merino cool wool, and is a world-first in sleep wellness and health https://www.shleep.co/au/I was specifically engaged to.
• Optimise and build capability to deliver a luxury customer experience
• Sales, merchandise, operations and end to end order fulfillment and after sales for an international sales and distribution network across the UK, Hong Kong, Australia and other markets as they establish
• Sales, business development, wholesale and account management for the Middle East, Europe, Asia, Australia, across B2B and B2C channels with retailers, hotels, VIP sales and other distribution opportunities
• Independent contractor consultant role additionally engaged with advising on strategy and business planning, leveraging my deep, broad experience locally and internationally across the luxury goods sector Achievements:
• Role elevated 04/2024 to Head of Customer Experience spearheading luxury CX across the business

Sydney, New South Wales, Australia

• Lyons Gallery is Australia’s leading gallery for exclusive blue chip fine art photography and contemporary pop artwww.thelyonsgallery.comI was hired to very rapidly grow the business 500% in 12 months through top line.
• Promoted to Chief Commercial Officer
• Increase top line 19% in first 6 months and maintained +10% month to month on PY through sales management, sales events, exhibitions, product and sales training, team engagement, marketing initiatives
• Increase and maintained gross margin +5% in first 6 months through disciplined sales management
• Executed 10 partner and gallery client events spending approx. $14K delivering $231K in incremental sales and increasing lead opportunities incl a $60K client
• Secured 3 new corporate partners incl one international within first 6 months

Dubai, UAE And Melbourne, Australia

• Consulting and advisory, bringing my deep passion and understanding of luxury sales, operations and special projects to deliver outstanding sales and customer experienceProjects:
• VIP and B2B sales partnering with Gemset Gems DMCC, Dubai, UAE
• Advise Gemset Gems DMCC, Dubai UAE on luxury btq fit out at Emaar Properties
• Develop business recommendations for presentation to major local high street fashion, luxury jewellery & watch brands
• Guest content RMIT University Melbourne, Australia for consumer marketing lectures series addressing topics of channels of distribution & brand, and retail disruption due to e-comm & COVID19
• Mentoring through UNSW Sydney, Australia, for start-up EcoFoodly, a smart phone app connecting grocery retailers and past date food to end users, focusing on customer segmentation, marketing, BD, business model, pitch.

Dubai, UAE

• I was hired by the CEO, Retail & HR Directors whom I reported to as JV partners when General Manager of Paspaley to replicate known success and lead the critical, high-profile luxury division and flag ship brands of.
• Increased Q1 GP +4% in highly challenged market through strategic sales & operations focus, commercial discipline
• Achieved +109% Q2-Q4 budget in a highly challenged economy
• Delivered $AU2m and $AU1.8m sales month end Jan and March to achieve month budget, closing deficit for and revitalising entire Middle East retail division
• Achieved Dec 3300% ROI, investing $AU20K Graff VVIP client sales event generating $AU700K in immediate sales
• Q1 achieved 57% of total annual loose diamond sales Dubai Mall Btq flagship through merchandise optimisation

Melbourne, Australia

• I was hired to bring my international luxury expertise to augment sales, operations and in store customer experience, and build capability across sales teams, joining specifically for senior director level roles that.
• Roles as Regional Retail Operations Manager, Victoria and Western Australia and Sales Manager while completing MBA studies: Van Laack (Herringbone) Australia Pty Ltd, Melbourne, Australia and Tiffany & Company.
• Completed Executive MBA after multiple live-in residential intensives in Sydney, Australia.Achievements:
• Achieved 3600% ROI Implemented groundbreaking self-service jewellery styling bar
• Increased key CRM metrics from 2% to 38% over 4 months: identified training gaps, re-developed & delivered CRM
• ROI 2450% investment to sales; merchandise & sales planning of major Chinese New Year event

Dubai UAE

• I was hired by Paspaley specifically to revitalise and transform a retail network that after several years of time and investment by JV partners in the Middle East had significantly failed to meet.
• Promoted to General Manager having achieved 180-degree business turnaround
• Achieved annual profit representing 58% of total cumulative profit of previous 6 years
• Increased sales +33% over PY; following year sales +14% PY
• Increased GP +8%, sustained for 3 ½ years
• Increased Dubai Mall flagship btq sales +100% vs. PY

Sydney, Australia

• I was hired to drive sales and revitalise the business, particularly finding new clients through partnerships, and championing international training programs to deliver exemplary customer service as part of global.
• Promoted to Sydney Flagship Boutique
• Achieved YOY sales growth ranging from 17%-23% total sales during GFC
• Achieved 100% sales increase jewellery watches at DFS travel retail
• Achieved 5:1 ratio ROI to spend in business development with Crown Casino, Taronga Zoo
• Achieved Cartier client service scores consistently rated #1 regionally, Top 5 internationally as program advocate and close coach partnership *Head-hunted for role of Regional (Country) Manager of Paspaley

Melbourne, Sydney, Australia

-Sales and operations management roles | Local Australian businesses with international luxury furniture brands and premium fashion | Pursued a professional acting career | Accountant with PwC in the manufacturing audit division.

Master Of Business Administration - Mba (Executive), General Management, Corporate Strategy

Bachelor Of Commerce - Bcom, Accounting And Economics

Advanced Diploma Of Performing Arts, Theatre, Acting

Education record