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 grow the business by introducing new leads particularly in the Middle East, and also internationally, leveraging my network and deep expertise in luxury.Role elevated and expanded to Head of Customer Experience to ensure an exemplary end to end luxury experience across all international sales channels incl E-commerce and B2B, to drive sales, building the brand, supporting global expansion• 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 • Introduced major business opportunities with Al Shaya Kuwait (Debenhams, Harvey Nichols), Al Tayer UAE (Bloomingdale's, Harvey Nichols), Zulal by Chiva-Som Qatar, The Four Seasons Bali, The Four Seasons Sydney, DFS T Galleria Oceania

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 sales and accelerating expansion of the network, specifically leveraging my deep expertise in luxury, building capability and executing companywide initiatives to drive sales to finance highly ambitious expansionAchievements: • 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 • Opened and fitted out new gallery space at the 5-star Sheraton Sydney Hyde Park on time and on budget*Redundancy – Across the business including senior management and sales teamRole:• National role accountable for all national and international sales channels including gallery sales, online direct sales, corporate sales, and commercial partnerships• 13 direct reports incl partnerships director, corporate sales director, online direct sales lead, state head of sales, marketing and communications manager, gallery sales teams• Report to CEO

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 content, presentation delivery and storytelling *Returned safely to Australia from the UAE mid global pandemic. Carer for elderly parents.

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 Damas JewelleryAchievements: • 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• Corporate Sales Achieved GP target of in excess of 50% across all deals• Major CAPEX and organisational development projects: including multiple successful major store refits and openings, transformational recruitment and training programsRole:• Regional Retail General Manager role: AUD64m retail and corporate sales portfolio• Culturally diverse team of approx. 105 including senior Area Sales Manager and Corporate Sales Manager reports• Diverse segment of 18 mono & multi-branded btqs 450-3300 sq. ft. in major flagship malls and luxury hotels• Mono-branded boutiques included Graff Diamonds, Mikimoto, Faberge, Folli FollieRemit included multi-branded Damas luxury flagship btqs and some mid-level fine fashion jewellery btqs • Report to Retail Director/Head of Retail

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 did not eventuate• 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, Melbourne, Australia.• 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• Achieved 25% sales growth to budget through team and client engagement and timely inventory delivery• Achieved wages 3% under budget through strong wage control, staff allocation

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 expectationsAchievements:• 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 • Increased Dubai Mall flagship btq high margin strand sales +100% by units and +80% by sales vs. PY • Opened new duty-free channel with Etihad Airways with initial commitment of USD100K orderMajor CAPEX and organisational development projects:• CAPEX projects – new boutiques and refits leading international project teams achieving sales 400% ROI on events• Saved 15% OTB budget - implemented transformational ERP/PPOS project on time & under budget, transforming and optimising inventory control, financial approvals & store operations• Delivered 4% cost saving in taxes and charges, developed & executed merchandise SOP with international team• Inaugural media tour with 1400% ROI, $AU50K spend delivering estimated $AU700K of media coverage• Delivered “Path to Purchase” training program transforming in-store selling process and reducing complaints by 95%Role:• Financial, strategic and operational accountability, end-to-end business and P&L management; full commercial accountability for the retail network across the UAE based in major malls, hotels and department stores• Report to Paspaley Global Retail General Manager, CEO Damas International, and Board of Directors Paspaley Pearl Jewellery LLC *Returned to Australia to complete Executive MBA final strategic year, which could only be done in Sydney

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 strategyAchievements:• 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