Senior Customer Service 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.
LISBONOur Lisbon office is located in Portugal's cosmopolitan capital. Mostly the teams here are focused around Technology and Store of the Future. In this office, Farfetchers like to have catch ups in the ball pit or creative moments by the grand piano!
THE ROLEYou will be responsible for a large and complex - multi lingual, multi tiered, multi channel - team of Customer Service Supervisors and Advisors within our FARFETCH PLATFORM SOLUTIONS business unit. You will work closely with the Head of Customer Service and the Global Director of Customer Service on operational strategy, business transformation and execution to promote operational excellence and efficiency delivering really demanding service levels to worldwide luxury and fashion customers and clients.

What You'll Do

• Operational Strategy
• Identify key areas for improvement in terms of the standards of service, current policies, operative mode, etc.
• Propose projects and initiatives to tackle areas for improvement;
• Analyze business strategy and define initiatives to cascade effectively in customer service;


• Business Transformation
• Assess current operational status on more high level and mid term perspective and propose new directions, to align to business strategy - both internal and the partners;
• Propose and implement improvement strategies and operative model changes, leading effective operational implementation projects inside customer service organization and managing other interested parties wisely (tech, continuous improvement, service design etc);
• Track and report on the success of change and adjust course when needed;
• Partner with global management team to implement tailored policies, procedures, technical improvements and training programs;
• Act as liaison and point of contact for other departments to ensure a customer and partner focused approach to business initiatives;


• Service Execution & Delivery
• Execute the global service strategy, ensuring SLA's and quality standards are achieved (operational excellence);
• Provide leadership for the team by inspiring them with the company’s service vision, setting clear objectives, and motivating them to deliver the best level of service;Lead, coach, develop and train the Customer Service Supervisors;
• Act as final point of escalation for team for customer, partner or IT related issues;Work with workforce analysts to manage staffing plans to ensure capacity is met, taking into consideration on and off-peaks;
• Manage customer related costs;
• Work closely with other global CS Managers to ensure consistency of service (in terms of customer experience & CS performance);
• Support the Customer Service Supervisors to recruit, train and develop Customer Service Agents to ensure knowledge and skill-set growth;

Who you are

• An experienced leader and manager of a customer service team;
• Experienced at driving effective change in large transformation programs;
• Capable of analyzing a problem, making a sound data based diagnostic and propose solutions (e.g, changes to the operative model, IT improvements..);
• Some technical background or experience in tech projects (a plus);
• Business acumen driven with the ability to pivot quickly according to business needs and to manage change with confidence;
• Critical thinker, analytical, data driven decision maker, results oriented;
• Knowledgeable and experienced in e-commerce (a plus);
• Acquainted with the luxury fashion and brands (a plus);
• Able to work under pressure in a fast-paced environment;
• Able to make sound business decisions with a strong sense of urgency;
• Able to manage and organize a team from a performance as well as development perspective;
• Able to work across all levels within an organization with a collaborative approach;
• Passionate for providing exceptional customer service to both internal and external customers;
• Flexible in schedule; must be available to work some evenings, weekends and holidays when required to accompany the around the clock teams (exceptional);
• Limited international travel is required.

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 be responsible for a large and complex - multi lingual, multi tiered, multi channel - team of Customer Service Supervisors and Advisors within our FARFETCH PLATFORM SOLUTIONS business unit.