Senior Partner Success Specialist

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 by 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.

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.

NEW YORK

Our New York office is located in Midtown near the iconic Bryant Park and the historic Grand Central Terminal, New York's best connected office neighborhood. The beautifully designed office has 360 views and tall windows to bring the outside in. We have a communal kitchen that brings the team together for Family Lunch and Happy Hours. The office is open plan with plenty of rooms and booths to take a private call, have time to relax and work in private or have a large collaborative meeting.

THE ROLE

As a Snr. Partner Success Specialist, you are expected to be a trusted advisor to FARFETCH boutique and brand partners, addressing their needs, strategic goals, and operational targets. You will ensure that all operational/technical activities are aligned with the strategy for each partner, allowing the full potential of the partnership to be achieved. You will design solutions to guide partners to achieve operational success with FARFETCH. You will need to work with other important partners in the partner lifecycle to guarantee a seamless experience.

WHAT YOU'LL DO

• You will lead the development of operational solutions based on partner requirements and support Retail Logistics with complex technical solutions;
• You will be the champion partner engagement by developing relationships with the partner's decision makers and managing partner health at every stage of the lifecycle;
• You will positively strengthen a two-way communication channel with our teams such as Account Management, Business Development, and Partner Service so that our services are aligned with the partner lifecycle;
• You will anticipate business risks based on existing data and historical behaviors and implement corrective measures;
• You will manage onboarding so that the foundations of the partnership are well established from the start;
• You will be the internal voice of partners from an operational perspective;
• You will constructively challenge partners to improve their operational processes; develop tailored success plans maximizing partner's performance;
• You will build and present monthly/quarterly/seasonal business reviews;
• Guide, mentor and train team members as needed;
• You will manage partner's adoption and training of best practices to improve efficiency;
• Other tasks and duties as assigned.
• You will monitor operational KPIs and follow up;
• Manage a portfolio of complex partners with varying degrees of integrations, operational and growth targets;
• You will focus on delivering business & technical value as the partnership evolves, involving different partners;

WHO YOU ARE

• You have strong analytical skills, decisive and can drive results;
• Can navigate a complex global organisational structure;
• 5 years' experience in client success/account management environment;
• Can extract, interpret and present data, and understand customer needs;
• Knowledgeable in retail operations, ecommerce, and luxury;
• Must be based on the East Coast and can easily commute to the NY Office on occasion.
• Passionate about providing service to our teams and customers;
• Very strong Excel skills, Looker, Google Suite, PowerPoint, JIRA, Slack;
• Experience implementing successful strategies and achieving ROI and other measures of success;
• Must have experience in a B2B environment, marketplace and luxury;
• Flexible in a constantly changing environment;
• Works with teams across the organisation with autonomy and confidence;
• Strong communication and interpersonal skills and can work cross functionally;
• You like data and have a knack for troubleshooting and problem solving;
• Experience with process optimization, organisation and planning;

REWARDS & BENEFITS

• FARFETCH Equity plan and annual discretionary bonus
• 401K plus company match, PTO and volunteer days
• Family Lunch, catered weekly when in office
• Medical, dental, vision, with flexible spending account
• Wellness, and cell phone reimbursements

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.

NYC Wage Transparency Law

• If hired, the employee will be in an “at-will position” and the Company reserves the right to modify base salary (as well as any other discretionary payment or compensation program) at any time, including for reasons related to individual performance, Company or individual department/team performance, and market factors.
• The pay range for this position at the commencement of employment is expected to be between $80,000 and $82,500/year; however, base pay offered may vary depending on multiple individualized factors, including market location, job-related knowledge, skills, and experience. The total compensation package for this position may also include other elements, including a sign-on bonus, restricted stock units, and discretionary awards in addition to a full range of medical, financial, and/or other benefits (including 401(k) eligibility and various paid time off benefits, such as vacation, sick time, and parental leave), dependent on the position offered. Details of participation in these benefit plans will be provided if an employee receives an offer of employment.