Partner Service Team Manager

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 outstanding Partner Service Manager to lead a high-performance team and provide service excellence to our Farfetch Platform Solutions partner community. Reporting to the Head of Partner Service you will help determine the team's strategy and guarantee it's seamless execution.

WHAT YOU'LL DO

• You will lead and inspire a team of Partner Service focusing on talent development to promote the future vision for the team and nurturing a top performance, customer-centric mindset.
• Contribute to tailor our service strategy and Service level agreements to meet partner and business expectations and guarantee its accomplishment, anticipating and tracking operational and tactical risks and providing strategic solutions.
• You'll guide and oversee an efficient support model to match the needs of our partner community aligned with our high-level strategic pillars to provide excellent service standards to internal and external clients.
• Collaborate with other internal stakeholders, namely other Partner facing teams, to develop plans to improve the operational performance and growth of our partners while assuring an outstanding experience.
• Promote and advocate for a continuous improvement mindset, surfacing the voice of our partners and using it as a driver to design and improve our ways of working to support our service promise.
• Participate in hiring great people for the team and developing upskilling plans for the current team members to drive talent growth and retention.

WHO YOU ARE

• More than 3 years of experience in leadership and management in large teams and senior profiles, preferably on B2B service or operations environment
• Excellent communication and interpersonal skills with the ability to work with, and influence all levels of the organization
• Self-driven and passionate for providing exceptional service to both internal and external customers
• Ability to promote high levels of trust, enthusiasm and commitment
• Ability to manage and organize a team from a performance as well as a development perspective
• Experience managing towards targets and KPIs with a strong drive for operational excellence
• Strong critical thinking and analytical skills, passionate for strategy and long-term planning
• Ability to pivot quickly and manage concurrent priorities in a fast-paced environment
• Fluency in English mandatory (C level), additional language is a plus (Italian, French, German)

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 outstanding Partner Service Manager to lead a high-performance team and provide service excellence to our Farfetch Platform Solutions partner community.