Francis Bourke

Leading CRM initiatives from follow ups to outreach and campaigns. Leading a team to turn customers into longstanding clients, ensuring a high end, personalised service. Commercial role working with Buying and Allocation to ensure we have the right product with the correct depth.

Opened and managed a tier-1 flagship store, delivering a premium, personalised customer experience. • Led a team of 25, including managers, stylists, and specialists, fostering collaboration and high performance. • Implemented bespoke services and appointment booking systems, enhancing member engagement. • Delivered consistent top-line performance in key metrics through a focus on client relationships and experience. • Developed and launched a CRM programme to build a strong, loyal client base, strengthening community connections.

Managed 30 staff across multiple locations, creating a seamless customer experience. • Led onboarding, training, and engagement initiatives, including EU-wide communication programmes. • Designed and implemented inclusive projects, enhancing accessibility and improving community satisfaction. • Oversaw new concept store openings, managing operations, team engagement, and customer experience strategies.

• Supported the launch of Diageo’s first direct-to-consumer flagship retail concept, helping establish operational structure, team frameworks and customer experience standards. • Created job descriptions and role profiles for newly established customer- facing positions. • Led recruitment, onboarding and operational readiness for launch teams within a new retail concept environment. • Developed operational handbooks, training materials and service standards to support scalability and consistency. • Worked cross-functionally with stakeholders to establish culture, operational processes and premium customer experience standards.

• Re-launched CRM programme, growing client engagement and improving overall store performance. • Co-founded Diversity & Inclusion committee, fostering a respectful and inclusive workplace culture. • Supported multiple store teams with product launches, training, and operations to ensure exceptional customer experiences.

Managed a £20M flagship department, leading teams of 40–55 employees within a high-volume luxury retail environment. • Drove commercial performance, operational excellence and customer experience across the department. • Acted as HR lead for 11 people managers across an area covering over 250 employees, supporting investigations, disciplinary processes, employee relations and conflict resolution. • Led recruitment, onboarding, leadership development and performance management across multiple management levels. • Supported succession planning initiatives to strengthen leadership capability and long-term team performance.

Played a key role during a period of rapid business expansion across the UK and Ireland. • Led talent acquisition and recruitment for retail roles across multiple locations throughout the UK and Ireland. • Supported workforce planning, onboarding and team integration during store openings and expansion projects. • Built scalable people and operational processes to maintain consistency, culture and performance across growing teams. • Managed multi-site retail operations, customer experience and commercial performance across several locations. • Developed high