Senior Client 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 ROLEReporting to the Service Excellence Senior Manager, you are expected to manage and drive key operational priorities and strategies for key partners of our business. You will work with clients and our teams to enable the strategy for leading brands, boutiques and fashion leaders and help implement adequate technical and operational solutions to address client's challenges or requests. You are expected to monitor and influence operational KPI results, contributing to excellent operational performance and isolating opportunities for our client's growth and operational improvement and expansion.

WHAT YOU'LL DO

• Be our client's main thought partner and problem-solver for key Operations-related topics
• Be the internal voice of partners from an operational perspective
• You will promote medium to long-term strategy conversations with clients (>1year) and delivery those plans to drive performance
• Monitor Client's KPI's across a broad range of metrics
• Lead internal investigation and resolution of operational issues affecting our client's operation
• Manage a portfolio of client requests, BAU projects, roadmap planning and discovery projects
• Work hand-in-hand with internal FARFETCH teams to ensure the best of our ops services and solutions are considered and delivered for our clients

WHO YOU ARE

• 6+ years of experience, (preferably in E-commerce operations, Retail or B2B services)
• Deep understanding of business and retail P&L concepts, with tested / proven problem solving capabilities in creating solutions that drive financial and client impact
• Extremely succinct communicator across written and verbal communication in English, with flexibility to communicate across tech, analyst, and C-suite leaders
• Experienced in process optimization and project management
• Experienced in analytics and ability to extract, interpret and tell stories with data
• Experienced in implementing successful strategies and achieving ROI / financial impact
• Experience working across a broad set of functional topics and creating consensus in alignment to both our client requirements and business needs
• Fluent written and spoken English (C level)
• Knowledgeable in Microsoft excel (can maintain complex spreadsheets) and G-suite tools (Slides & G-sheets)
• Nice to have: Experience within luxury goods operations, in either fashion or hard luxury goods

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.