Farfetch exists for the love of fashion. We believe in empowering individuality. Our mission is to be the global platform for luxury fashion, connecting creators, curators and consumers.
We’re a diverse and global community made up of Farfetchers, our partners and our customers, which we believe is at the heart of our success.
Everything we do is centred around our values - Be Human, Think Global, Be Revolutionary, Todos Juntos, Be Brilliant, Amaze Customers - which define our beliefs and our actions.
We welcome difference and foster a consciously inclusive environment for everyone. We are Farfetch For All.
We’re passionate about operational excellence, acting with our customers always in our heart. From Content Creation, to Payments and Fraud, to Delivery and Customer Care Services, we’re creating seamless and luxury experiences for our customers all around the world.
Our Porto office is located in Portugal's vibrant second city, known for its history and its creative yet cosy environment.
We welcome new ideas and a large number of our people. From Account Management to Technology and Product, whatever your skills are, you'll find your fit here.
You can have an informal meeting in the treehouse or play the piano in your lunch break!
We're looking for a Partner Success Specialist, you are expected to be a trusted advisor to Farfetch brand and / or boutique partners, addressing their business needs, strategic goals, and operational targets.
You are responsible for ensuring that all operational / technical activities are closely aligned with the strategy for each partner, allowing the full potential of the partnership to be achieved.
You will design, plan, implement and / or support solutions that will drive partners to achieve operational success with Farfetch.
You will need to work closely with other key stakeholders in the partner lifecycle to ensure a seamless partner experience.
WHAT YOU'LL DO
Be the champion partner engagement by developing relationships with the partner’s key decision makers and managing partner health at every stage of the lifecycle;
Manage onboarding effectively so that the foundations of the partnership are well established from the start;
Lead the development of operational solutions based on partner requirements and support Retail Logistics with complex technical solutions;
Manage partner’s adoption, training and development of best practices to continuously drive efficiency;
Focus on continuously delivering business & technical value as the partnership evolves, involving different stakeholders when required;
Be the internal voice of partners from an operational perspective;
Positively reinforce a two-way communication channel with internal teams such as Account Management, Business Development, and Partner Service so that our services are aligned with the partner lifecycle;
Proactively monitor operational KPIs and follow up effectively;
Constructively challenge partners to improve their operational processes;
Develop and implement tailored success plans maximizing partner’s performance;
Anticipate business risks based on existing data and historical behaviors and implement corrective measures;
Build and present monthly / quarterly / seasonal business reviews;
Focus on a specific portfolio of Partners according to Success Manager guidelines
WHO YOU ARE
Experienced in a B2B environment;
Passionate for providing exceptional service to both internal and external customers;
A professional with excellent verbal and written communication skills with all levels of the organization;
Organized with action planning skills;
Detail-oriented with an aptitude for process optimization;
A professional with Analytical mindset and ability to extract, interpret and storytell data;
Empathetic and with an unique ability to extract and understand customer needs;
A professional with proven experience in implementing successful strategies and achieving ROI and other measures of success;
Capable to multi-task and shift focus as required, with an excellent sense of prioritization and timing;
Independent, self-sufficient, and also with strong inter-personal skills;
Able to work under pressure in a fast-paced environment;
Able to work across teams with a collaborative approach;
A professional with strong negotiation skills;
A professional with commercial sense and problem-solving skills;
Experienced in Retail operations;
Experience in and knowledgeable of E-commerce (is a plus);
A professional with an understanding of luxury customers (is a plus)
3 years’ experienced in success / account management environment (sales can also be considered);
Fluent written and spoken English (C level);
Fluent written and spoken Italian (C level) valued;
A professional with advanced Microsoft Excel and Microsoft Powerpoint skills;