Partner Service Team Leader

País :
Portugal
Distrito :
Porto
Cidade :
PORTO
Categoria :
Comercial/ Vendas
Tipo de contrato :
Efetivo - CLT
Tipo de emprego :
A tempo inteiro

Descrição da empresa

Farfetch is an innovative e-commerce company that brings the world's best fashion boutiques to an international audience. Launched in October 2008, Farfetch is rapidly growing into a truly global company. Our family now includes more than 1000 talented people and 400 independent boutiques across Europe, North and South America, Asia, and offices in London, New York, LA, Porto, Guimarães, São Paulo, Tokyo, Shanghai, Moscow and Hong Kong.

Descrição do cargo

This role is responsible for the health of the partner ecosystem, strengthening the daily operational relationship and ensuring that the partner's voice is shared throughout the organization.
 

 

Collaborate with the Partner Service Coordinator on strategy for the Partner Service's team at cluster level and translate it into a tactical and operational plan
Participate in planning and implementing strategy and guidelines at cluster level, establishing and monitoring best practices and processes;
Be on top of trend analysis to spot opportunities and threats in partners’ behavior, liaising with Success team to design and implement action plans
Act on partners’ feedback adapting the team’s framework to offer the most efficient and tailored service solutions
Contribute, as an expert in a particular partner tier, with key insights in partners’ segmentation discussions, suggesting movements across tiers when appropriate;
Work closely with Workforce Management to define cluster's work assignments, schedules, reviewing work in progress and reallocating resources when needed;
Handle escalations by providing support in resolution of complaints and issues, as needed;
Lead functionally by example, driving quality and productivity within the team;
Control Service KPIs daily, and implement corrective measures where necessary;
Liaise with other departments/teams to ensure best possible service level to customers and partners;
Nurture the appropriate service mindset, with a truly customer centric approach, focused on delivering impeccable service to both internal and external customers

 
Key Skills & Experience
 

Experience in team management, preferably in a service environment
Ability to confidently lead and organize a team, quickly pivoting between priorities as required
Strong analytical skills
Data driven, problem solving approach
Experience in service, preferably in fashion retail or e-commerce environments
Ability to work under pressure in a fast-paced company
Proficient user of IT systems, both partner service specific and windows packages
Excellent verbal and written communication skills in English (fluency in other languages is a plus)
Ability to exceed customer expectations
Hardworking and passionate