Partner Service Team Manager - Italian Market
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
Who we are Farfetch is unlike anything in the world of fashion and technology.
Our mission: to revolutionize the way the world shops.
To do it, we need innovators. People who challenge convention and dare to dream.
We’ve gone from a start-up to a billion dollar business. But we’re not done yet. Far from it.
Together, we can be extraordinaryWe have rapidly grown into a truly global company since our launch in 2008 and we’re continuing to grow. Our family now includes partner boutiques and brands across Europe, North and South America and Asia; we demonstrate our ‘Think Global’ value in everything we do.
We are a global team of over 1,500 people and have offices based in London, New York, L.A., Porto, Guimaraes, Lisbon, Sao Paulo, Shanghai, Moscow, Hong Kong & Tokyo.
We are a company with an entrepreneurial spirit and innovative culture. We are positive, passionate and live our values: Be Human, Be Brilliant, Todos Juntos, Be Revolutionary, Think Global and Amaze Customers day to day.
The TeamWe´re driving partner´s journey while providing a seamless and successful business experience.
We´re at the starting point of partner´s journey playing a unique role while: being the connection with all our operational teams; guiding partners day to day and delivering excellent service levels. Establishing long lasting relationships with partners is at the core of our team. Expertise and trust is how we want them to know us. We bring partners voice to the business while supporting them in achieving their goals. As a team, we came a long way since we started 3 years ago, we grew to XX people being the biggest team based in Portugal followed by the US one. Our teams also work across our innovative FF.com and Black&White platforms providing partners end-to-end, multichannel e-commerce solutions.
The RoleThis role is responsible for driving results and productivity across clusters, through effective leadership and high end communication. You will be responsible for a team that manages the service relationship between Farfetch and our partners, working closely with the Partner Service Manager on strategy and execution to ensure the highest level of service excellence is delivered.
What you'll do
You will be working in close collaboration with the Partner Service Manager to ensure top notch service is delivered to our partners. Some of your responsibilities will include:
Manage multiple Partner Service clusters’ activities, identifying patterns and adjusting strategy and resource allocation according to workload variation or service KPI trends;
Implement best practices across multiple Partner Service Clusters to ensure KPIs and SLAs are achieved;
Implement service improvement strategies and find innovative solutions to ensure partners are able to deliver high standard service levels to the Farfetch customer;
Identify trends and key areas of improvement in order to suggest and implement tailored policies and procedures;
Assess team members’ performance and profiles, making sound decisions on resource allocation regarding strategic partnerships;
Liaise with Partner Success team, following up on highlighted trends and monitoring results of action plans;
Collaborate with Partner Success team in the discussion and definition of tactical actions to improve partner performance;
Participate in partner segmentation discussions contributing the service standpoint;
Provide partner feedback report on a weekly basis;
Work closely with peers across offices to ensure the consistency of service provided and levels of productivity;
Act as liaison and point of contact for other departments to ensure a partner focused approach to business initiatives;
Liaise with internal departments and stakeholders to ensure a truly consistent customer centric approach to our service deliverables.
Lead a multicultural service team
Provide leadership for the team by inspiring them with the department’s vision, setting clear objectives, and motivating them to deliver the best level of service;
Identify training needs within the team and liaise with the training specialist to develop training programs that address them;
Work with Analysts to manage staffing plans to ensure capacity is met;
Ensure that the Partner Services team is reliable, accountable and available;
Guarantee alignment amongst the clusters and visibility within the clusters;
Participate in Partner Service's team development, working closely with the relevant stakeholders, hiring and mentoring the new joiners and nurturing the required mindset to accomplish the company's service vision.
Who you are
A leader and manager with experience preferably on B2B environment;
An excellent communicator and with people skills;
Experienced with e-commerce and with knowledge and good understanding of luxury fashion and brands;
An individual with strong commercial acumen with the ability to pivot quickly according to business needs and to manage change with confidence;
Able to work under pressure in a fast-paced environment;
Able to manage and organize a team from a performance as well as a development perspective;
Able to make sound business decisions with a strong sense of urgency;
Able to work across all levels within an organization with a collaborative approach;
Passionate for providing exceptional service to both internal and external customers;
Able to present high motivational skills;
An individual with developed analytical, planning and organizational skills;
Highly skilled in problem-solving and with Commercial sense
Seasoned in service environment;
Flexible in schedule when necessary;
Fluent in Italian and English (C level). Any other language will be a plus.
We love hearing from you and want you to be as ambitious as we are, but before applying please ask yourself the following…
Is this role a good match for me and my long term goals? We want to really know why you have chosen this career.
Do I have all the skills and experience required for this role? Be realistic. We will only consider applications that demonstrate relevant skills or the potential to match the role requirements.
Spell Check. As simple as it sounds make sure your application is to the highest standard. You will be surprised at how many applications we receive with spelling mistakes on them.
We are committed to equality of opportunity for all staff, applications from individuals are encouraged regardless of age, disability, sex, gender reassignment, sexual orientation, pregnancy and maternity, race, religion or belief and marriage and civil partnerships