Service Improvement Lead

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 of 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 hearts. Covering the entire order journey, we create our online content, secure payments and fraud process compliance, and ensure order fulfillment 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 cozy 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 during your lunch break!THE ROLEWe are looking for an amazing Service Improvement Lead to drive continuous improvement initiatives for our Partner facing teams. Reporting to the Manager of Service Enablement, you will be an ambassador of a strong continuous improvement mindset, elevating our processes and tools to ensure cost effectiveness, scalability and operational excellence. You will advocate for a proactive approach to service improvement, ensuring the right frameworks are in place to cater to central and regional-specific support needs, promoting new ways of working, and helping our teams to provide a superb service experience to our partners.

WHAT YOU'LL DO

• Drive Service Improvement by maintaining an impactful roadmap of projects, eliminating waste, improving our cost-to-serve ratios, and establishing a Return on Investment focused mindset
• Guarantee a holistic view of service improvement opportunities across the partner management ecosystem, connecting the dots between the processes of Partner Support and Partner Success functions, in order to break silos and maximize optimization opportunities across the entire partner journey
• Champion the transformation of our partner management departments by mapping the full process automation opportunities and collaboratively establish a robust automation roadmap with our RPA teams
• Become an authority in our internal and third-party tools, representing the partner functions in the relevant forums aiming maximum tools potential for increased business impact while elevating our teams' experience

WHO YOU ARE

• You have 3 years of experience in consulting, transformation, or process management in digital environments
• You are a people manager. You love leading teams through new and sometimes uncharted territory;
• You have a track record of designing and improving E2E business processes holistically and you are familiar with RPA and CRM tools
• You are an excellent change manager and know how to lead people to new behaviors;
• You excel at solving problems with demonstrated ability to use analytics to improve results

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.