Director of Partner Success

Job Description

FARFETCH exists for the love of fashion. Our mission is to be the global platform for luxury fashion, connecting creators, curators and consumers. We're a positive platform for good, bringing together an incredible creative community made up by our people, our partners and our customers. This community is at the heart of our business success. We welcome differences, empower individuality and celebrate diverse skills and perspectives, creating an inclusive environment for everyone. We are FARFETCH for All.
OPERATIONSWe're passionate about operational excellence, acting with our customers and partners always in our heart. Covering the entire order journey, we create our online content, secure payments and fraud process compliance, ensure order fulfilment and delivery, while providing customer and partner care. In a nutshell, we love to create seamless and memorable luxury experiences for our customers all around the world.
PORTOOur Porto office is located in Portugal's vibrant second city, known for its history and its creative yet cosy environment. 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!
THE ROLEWe are looking for an experienced and strategic Director to lead the Partner Success function for our Marketplace clients. Reporting to the Global Director of Partner Service you will guide the operational success of our boutique and brand partners, leading an accomplished team to deliver high impact services with profitability, engagement and customer experience as north stars. Experience in developing client success strategies and a passionate drive to maximize clients' potential are important for success in this role.

WHAT YOU'LL DO

• Champion the experience of our Marketplace partners with a holistic view of the opportunities across their journey, advocating for partners across the business and bringing their voices to the center of our decision making process
• Drive the continuous enrichment of a world class Success practice, identifying and addressing opportunities to provide solutions to maximize the potential of each partnership, optimizing net sales, influencing retention and advocating for superb customer experience
• Own and execute the Partner Success strategy, establishing a reputation as world class service providers to internal and external clients, inspiring the team to deliver service excellence with a robust ROI mindset, and applying the optimal engagement model to each client segment and profile
• Shape the function to proactively seek ways to guide our clients to maximize the value they experience from our Marketplace, nurturing client centricity and a consultative approach as trademarks of the team
• Role model strategic collaboration across the Marketplace ecosystem, driving impactful cross-functional relations with Commercial, Product, Engineering and Operations stakeholders to influence a client obsessed approach to everything we do

WHO YOU ARE

• 10+ years relevant experience in management roles, and 5+ Years leading Success functions preferably in Fashion, E-Commerce or Technology organizations
• Proven track record of driving strategy and growth in a fast-paced environment
• Experience managing the success of accounts of all sizes, from Enterprise to Mid-Market and SMB
• You are an experienced people manager. You love leading teams through new and sometimes uncharted territory;
• You excel solving problems with demonstrated ability to use analytics to make decisions and suggest sound strategies
• An inspiring communicator and storyteller, with proven ability to partner with and influence stakeholders at all levels of the organization

REWARDS & BENEFITS

• Health insurance for the whole family, flexible working environment and well-being support and tools
• Extra days off, sabbatical program and days for you to give back for the community
• Training opportunities and free access to Udemy
• Flexible benefits program
• FARFETCH Equity plan

EQUAL OPPORTUNITIES STATEMENT

• FARFETCH is an equal opportunities employer ensuring that all applicants are treated equally and fairly throughout our recruitment process. We are determined that no applicant experiences discrimination on the basis of sex, race, ethnicity, religion or belief, disability, age, gender identity, ancestry, sexual orientation, veteran status, marriage and civil partnership, pregnancy and maternity, or any other basis prohibited by applicable law. We continue to build our consciously inclusive culture as part of our Positively FARFETCH strategy throughout our business, partnerships and communities.

We are looking for an experienced and strategic Director to lead the Partner Success function for our Marketplace clients.