Farfetch is a leading global marketplace for the luxury fashion industry. The Farfetch Marketplace connects customers in over 190 countries and territories with items from more than 50 countries and over 1,400 of the world’s best brands, boutiques, and department stores, delivering a truly unique shopping experience and access to the most extensive selection of luxury on a global marketplace.
OPERATIONS
We'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.
PORTO
Our office is near Porto, in the north of Portugal, and is located in a vibrant business hub. It offers a dynamic and welcoming environment where our employees can connect and network with a large community of tech professionals.
ROLE
As an Operational Account Manager, you'll support marketplace partner success by monitoring operational performance across a portfolio of boutiques, identifying trends, and ensuring consistent service quality. You'll act as a key point of contact for operational queries, helping resolve partner pain points efficiently while identifying opportunities to improve processes and the overall partner experience. Working cross-functionally, you'll contribute to standardised operating procedures, performance improvements, and scalable solutions that support the growth and efficiency of our marketplace ecosystem.
WHAT YOU'LL DO
- Monitor the operational performance of marketplace partners across a portfolio of boutiques, identify trends, and flag opportunities to improve service quality and operational processes.
- Develop a strong understanding of internal and partner operations, providing data-driven recommendations to improve efficiency and service levels.
- Support partners with day-to-day operational queries, ensuring timely resolution, clear communication, and a consistent partner experience.
- Identify recurring partner pain points and implement scalable solutions, prioritising impact, process standardisation, automation, and technological developments where applicable.
- Coordinate partner-facing operational initiatives focused on catalogue management, fulfilment, returns, and inventory management, ensuring consistent adoption of processes.
- Contribute to internal projects that improve the partner journey, operational tools, performance metrics, and service processes.
WHO YOU ARE
- Strong communication skills, with the ability to clearly and effectively communicate complex ideas verbally and through written presentations.
- A professional with advanced Microsoft Excel skills.
- Experienced in a B2B or customer service-oriented environment.
- Able to manage multiple tasks and projects simultaneously, take ownership, and use data to drive decision-making.
- Driven by process optimisation, organisation, planning, and continuous improvement.
- Knowledge about logistics, cross-country shipments, and warehouse processes is a plus.
- Experience in e-commerce and luxury retail is a plus.
- Experience with data visualisation tools (e.g. Tableau, Looker) is a plus.
- High-level knowledge of SQL/BigQuery is a plus.
- Fluent in both written and spoken Italian and English (C1).
- Eager to relocate to Porto.
REWARDS & BENEFITS
- Employee Pension Scheme
- Flexible Benefits Program
- Health Insurance & Critical Illness cover
- Flexible work environment- Hybrid Model (3 days a week from the office, 2 days from home)
EQUAL OPPORTUNITIES STATEMENT
- FARFETCH is committed to being an inclusive workplace where diversity in all its forms is celebrated. We make employment decisions without regard to race, religious creed, color, age, sex, sexual orientation, gender, gender identity, gender expression, national origin, ancestry, marital status, medical condition as defined by state law, physical or mental disability, military service or veteran status, pregnancy, childbirth and related medical conditions, genetic information or any other classification protected by applicable federal, state or local laws or ordinances. If you require special accommodation, please let us know.
SCAM DISCLAIMER
- It has come to our attention that there may be fraudulent activities involving individuals or organizations falsely claiming to represent Farfetch in order to attract candidates to a SCAM. Please be aware that Farfetch does not conduct recruitment processes through messaging apps or any unofficial communication channels, other than our official careers website. Additionally, Farfetch will never ask candidates for any form of payment during the recruitment process.
Skills Required
- Strong written and verbal communication skills, including presenting complex ideas
- Advanced Microsoft Excel skills
- Experience in a B2B or customer service-oriented environment
- Ability to manage multiple tasks and projects simultaneously
- Ownership, organization, planning, and process optimization skills
- Fluent written and spoken Italian
- English proficiency at C1 level
- Willingness to relocate to Porto
- Knowledge of logistics, cross-country shipments, and warehouse processes
- Experience in e-commerce and luxury retail
- Experience with data visualization tools such as Tableau or Looker
- High-level knowledge of SQL or BigQuery
What We Do
FARFETCH is the leading global platform for the luxury fashion industry. Our mission is to be the global platform for luxury fashion, connecting creators, curators and consumers. Founded in 2007 by José Neves for the love of fashion, and launched in 2008, FARFETCH began as an e-commerce marketplace for luxury boutiques around the world. Today the FARFETCH Marketplace connects customers in over 190 countries and territories with items from more than 50 countries and over 1,300 of the world’s best brands, boutiques and department stores, delivering a truly unique shopping experience and access to the most extensive selection of luxury on a single platform. FARFETCH’s additional businesses include Browns and Stadium Goods, which offer luxury products to consumers, and New Guards Group, a platform for the development of global fashion brands. FARFETCH offers its broad range of consumer-facing channels and enterprise level solutions to the luxury industry under its Luxury New Retail initiative. The Luxury New Retail initiative also encompasses FARFETCH Platform Solutions, which services enterprise clients with e-commerce and technology capabilities, and innovations such as Store of the Future, its connected retail solution.
