Director of Customer Excellence

Los Angeles, US
01 Jul 2020
27 Oct 2020
Farfetch exists for the love of fashion. We believe in empowering individuality. Our mission is to be the global platform for luxury fashion, connecting creators, curators and consumers.

We're a diverse and global community made up of Farfetchers, our partners and our customers, which we believe is at the heart of our success. Everything we do is centred around our values - Be Human, Think Global, Be Revolutionary, Todos Juntos, Be Brilliant, Amaze Customers - which define our beliefs and our actions. We welcome difference and foster a consciously inclusive environment for everyone. We are Farfetch For All.


We're passionate about operational excellence, acting with our customers always in our heart. From Content Creation, to Payments and Fraud, to Delivery and Customer Care Services, we're creating seamless and luxury experiences for our customers all around the world.

Los Angeles

Our Los Angeles office is found in the centre of downtown LA. Our office is in one of the city's tallest buildings with panoramic views of the Pacific Ocean, the mountains and the Hollywood sign. Inside, the office is full of plants and beautiful furniture, with amenities and work areas that allow Farfetchers to design their day to be the best it can be. Some of the main teams located here include Operations, Customer Service and Production.

The role

Farfetch aims to lead the evolution of luxury service and you will play an integral role in helping us succeed. As the Director of Customer Excellence in North America, you will provide leadership to two constituencies: 1) the local North America service team (Customer Service, Farfetch Platform Solutions Customer Service, Delivery Support and Premium Service) based in Los Angeles, California 2) the global premium service team with employees primarily based in Porto, Portugal.

Reporting to the Vice President of Operations in North America, you will be responsible for managing all aspects of the LA service team and providing the leadership guidance and career development necessary to ensure these teams are successful in amazing our customers. You will work closely with the global functional leaders and North America local management team to provide the strategy and vision for the service teams. By challenging and transforming the culture and mindset of the team, you will also ensure that our high standards are maintained through consistent productivity and service level performance.

Working in alignment with the Global Director of Service, you will be responsible for the design and execution of the global strategy for the Farfetch VIP customer service experience (delivered by the premium service team), challenging and transforming the business, operational and technical value we bring to the Private Client team. In this role, you will aim to engage and drive customer loyalty with a seamless, exceptional luxury shopping experience. You will also drive change by collaborating with Private Client management, Customer Excellence leadership and key cross-functional stakeholders (e.g. Marketing, Product, Technology) to improve VIP customer experience and retention.

What you'll do

  • Develop the service strategy for Customer Service, Delivery Support and Premium Service area for the North American region by collaborating with the global functional leaders and aligning with the global service strategy;
  • Provide leadership for the U.S. Service and global Premium Service teams by inspiring them with the company's service vision, setting clear objectives, developing and training them on job expectations and motivating them to deliver the best levels of service to both internal and external customers;
  • Set target service levels for each team, ensure they are achieved, and identify innovative ways to enhance current service levels to surprise and delight our customer base;
  • Assess daily/weekly service levels and quality of service and report regularly to relevant management teams regarding any risks or opportunities identified;
  • Manage the performance and development of the customer excellence team, especially your immediate direct reports;
  • Implement service improvement strategies; that increase productivity, gain efficiencies, decrease customer friction, and enhance customer retention;
  • Work closely with global Customer Excellence and North American local management to develop resource plans fit for business needs, training and recognition programs to improve quality of service, and process improvements to deliver strong results;
  • Partner with Tech team to develop and integrate new technologies to improve operational efficiency and customer experience;
  • Manage core business budgets for Customer Service and Delivery Support for the North American region and Premium Service globally.
  • Champion the voice of the VIP customer alongside Private Client and Marketing leadership;
  • Be the point of contact between the Customer Excellence and Private Client teams, guaranteeing a common vision for the VIP customer experience at Farfetch;
  • Design and execute a world class global premium services strategy, ensuring the highest standards of quality and matching SLAs are achieved;
  • Manage the fluidity and scalability of the VIP service proposition;
  • Act as liaison and point of contact for other departments to ensure a customer focused approach to business initiatives;
  • Support Premium Service management to recruit, train and develop the Premium Service team to ensure knowledge and skill-set growth
  • International travel required
  • Other tasks assigned by Manager

Who you are

  • You are an experienced leader with proven track record in customer success, consulting or other customer advisory services
  • You are a visionary in service with a passion for creating customer value and the ability to lead transformational change
  • You are a successful leader with proven experience in managing local and remote teams
  • You are an excellent relationship builder, actively listening to customer needs, inspiring stakeholders to a new point of view, and accommodating constructive feedback along the way
  • You are a hands-on problem solver and negotiator with an ability to take complex ideas and make them simple for customers through design and excellent communication
  • You are a creator of value to the customer and understand how to integrate new trends into practical strategy
  • You are successful at interacting with all levels of the organization and across a global cross-functional team with various viewpoints
  • You are a methodical thought-provoker who can balance revolutionary ideas with risk management
  • You are an inspiration to those who work for you and with you

Apply to join the Operations team here at Farfetch!

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