Head of Workforce Optimization

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. You can have an informal meeting in the treehouse or play the piano during your lunch break!
THE ROLEReporting to the Global Director, Workforce Optimization, you will be responsible for the end-to-end Workforce Planning cycle, from forecasting, and strategic planning, to advising service operations while leading a team to deliver operational WFM support, streamlining workload priority management and driving operational decision-making.You will act as the global owner for Workforce Planning and an advisor to the operational teams, driving communication alignment and scenario building for global/local.

WHAT YOU'LL DO

• Provide strategic leadership to the Global WFM team of specialists, planners, and leads;
• Ensure end-to-end aligns with the strategic vision, mission, and goals;
• Lead strategic workforce planning and governance of all Service teams within the portfolio across the global functional leader's stakeholders;
• Build the communication framework and routines for the business stakeholders and WFM team to align on prioritization, updates, critical decisions, and success metrics related to the strategic workforce planning;
• Consolidate and analyze the potential business impact of scenarios and initiatives and adjust workforce planning for changes in the company direction;
• Identify and mitigate potential risks that may impact the success of the plans;
• Manage change of initiatives direction and/or scope based on urgency, impact, and scale;
• Work closely with the Planning & Control team, Service Excellence leaders, and other key stakeholders to guarantee a well-balanced set of planning scenarios and initiatives that deliver customer and business value;
• Be a thought leader on best practices for the Workforce Planning framework
• Manage Planning as a Service for all FARFETCH Platform clients, leading strategic workforce planning and acting as a key partner for new solutions and continuous improvement of service operations
• Lead and inspire the team to optimize staffing levels, continuous capacity analysis, and impact description to enhance efficiency while providing guidance on cost efficiency projections and process improvements
• Lead global WFM structure acting as an integrator for all regions within the WFM framework and scope while
• Work closely with the global workforce optimization team to make continuous improvements to planning processes, deliverables, and routines

WHO YOU ARE

• A professional with 8+ years of working experience with at least 4 years experience in WFM or Planning Management functions;
• A professional with a proven track record of leading successful teams that delivered and managed the planning and support of complex, large-scale projects;
• You are a champion of servant leadership;
• You can easily build relationships with the different levels of the organization;
• You have excellent communication skills with the capability to communicate at multiple levels in the organization;
• Experience working in large-scale organizations on a multi-national level with a multicultural team is a Plus;
• WFM experience in a multi-channel service environment is a plus;
• Knowledge in Cloud-based Telephony and CRM systems – Salesforce preferred

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.

You will act as the global owner for Workforce Planning and an advisor to the operational teams, driving communication alignment and scenario building for global/local.