Senior Process and Continuous Improvement Specialist

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 Process and Continuous Improvement Lead, you'll manage improvement initiatives within Operations Platform Solutions, having an active role in process assessment, process mapping, and process success metrics definition. Your primary goal will be to assure processes efficiency, sustainability, and scalability, define performance metrics and service level agreements, to provide service excellence to our Platform Clients.

WHAT YOU'LL DO

• Apply problem-solving methodologies to respond to business challenges where we need clarification of roles and responsibilities, definition of service level agreements (SLA), process design, potential efficiencies identification, and quantification (in terms of FTEs and financial impact).
• Ensure that new operational services offered to our Platform Clients are enabled by efficient, sustainable, and scalable processes and that metrics are defined to guarantee that we can assess at any time if processes are running smoothly.
• Lead complex improvement projects within operations and cross-related areas, such as Commercial, Finance, Integrations, Delivery Operations, and Customer Operations.
• Assure improvement projects post-implementation reviews to ensure the goals were achieved.
• Use end-to-end mapping and data analysis to identify opportunities for improvement, optimise processes, define process performance metrics and service level agreements, that positively impact the business.
• Provide Continuous Improvement mentoring/coaching/training to employees across the business area as applicable.
• Craft regular presentations to senior management, communicating key takeaways from multiple initiatives and offering data to support decisions to be made.

WHO YOU ARE

• This is a practical, hands-on role that requires an impactful, results and project-oriented continuous improvement individual.
• Minimum 7 years of proven and relevant professional experience in Process and Continuous Improvement, Change Management, managing and executing complex, cross-functional projects
• Solid experience in process re-engineering and process mapping. Strong knowledge and experience of continuous improvement tools and methods (Lean/Six Sigma Certification Green Belt/Black Belt is a plus)
• Proficient in the use of google office tools. Knowledge of project management tools, like Workfront, Monday.com, or similar tools.
• Advanced English proficiency, be a confident verbal and written communicator with all levels of an organization and diverse audiences.
• Creative thinker, problem-solver, ability to articulate complex solutions from gathered data and business information
• Strong negotiation and organizational skills; highly accurate, factual, and detail-oriented; prepared to work autonomously and effectively in a collaborative work environment and feel motivated to work in a fast pace environment.

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.

As a Senior Process & CI Specialist you'll manage improvement initiatives within Operations Platform Solutions, having an active role in process assessment, process mapping, and process success metrics definition.