WHAT YOU'LL DO
- Partner Operational Support: Act as the primary point of contact for partners for day-to-day operational and technical queries (e.g. order and returns issues, system-related questions, and customer service priorities), delivering timely, high-quality support across all communication channels to ensure operational continuity and partner satisfaction.
Data-Driven Problem Solving: Monitor and analyze partner operational KPIs to identify trends, diagnose systemic bottlenecks, and proactively engineer long-term solutions for recurring issues.
Technical Account Management: Act as the primary escalation point for complex technical and operational queries, translating technical friction into actionable product feedback.
AI & Automation Integration: Leverage AI tools and automated workflows to streamline routine partner queries, increasing self-service capabilities and freeing up your bandwidth for high-impact, strategic partner interventions.
Cross-Functional Process Engineering: Partner with the organization to champion the "voice of the partner," utilizing data trends to influence operational standards and drive value for the partner ecosystem.
Continuous Improvement: Define, document, and scale best-in-class operational frameworks that elevate partner autonomy, efficiency, and satisfaction.
WHO YOU ARE
- B2B Operations Background: Experienced in a B2B, e-commerce operations, or technical account management environment where you managed complex enterprise or vendor relationships.
- Strong Communicator & Influencer: Ability to translate complex technical concepts into clear, actionable insights for both luxury brand partners and internal teams.
Analytical Mindset: You don't just look at data; you look through it to find root causes. You are comfortable using data visualization tools.
Tech and Automation Savvy: You have a natural curiosity for tech stacks, APIs, and AI tools. You look for ways to automate manual tasks rather than doing them repetitively..
Problem Solver: You have a strategic approach to troubleshooting. When a process breaks, your instinct is to fix the system, not just the individual case.
Agile and Adaptable: Thrives in a fast-paced environment and is comfortable navigating ambiguity as our platform and tools evolve.
REWARDS & BENEFITS
- Health insurance for the whole family and other well-being resources
- 25 Days of Annual Leave (above the statutory) and additional Caring Days (2 days per year) and
- Boomerang: sabbatical program after 5 years service
Training opportunities and free access to LinkedIn Learning - Flexible benefits program
Flexible working environment
EQUAL OPPORTUNITIES
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.
SCAM DISCLAIMER
Skills Required
- Experienced in a service environment, preferably B2B
- Fluent in English (written and spoken)
- Proficient user of IT systems, including Microsoft Excel and Powerpoint
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.
