Partner Success Specialist

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


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

As a Partner Success Specialist, you are expected to be a trusted advisor to Farfetch boutique and/or brand partners, addressing their business needs, strategic goals, and operational targets. You are responsible for ensuring that all operational/technical activities are closely aligned with the strategy for each partner, allowing the full potential of the partnership to be achieved.

You will design, plan, implement and/or support solutions that will drive partners to achieve operational success with Farfetch. You will need to work closely with other key stakeholders in the partner lifecycle to ensure a seamless partner experience.

What you'll do

  • You will be the champion partner engagement by developing relationships with the partner's key decision makers and managing partner health at every stage of the lifecycle
  • You will manage onboarding effectively so that the foundations of the partnership are well established from the start
  • You will lead the development of operational solutions based on partner requirements and support Retail Logistics with complex technical solutions
  • You will manage partner's adoption, training and development of best practices to continuously drive efficiency
  • You will focus on continuously delivering business & technical value as the partnership evolves, involving different stakeholders when required
  • You will be the internal voice of partners from an operational perspective
  • You will positively reinforce a two-way communication channel with internal teams such as Account Management, Business Development, and Partner Service so that our services are aligned with the partner lifecycle
  • You will proactively monitor operational KPIs and follow up effectively
  • You will constructively challenge partners to improve their operational processes;
  • You will develop and implement tailored success plans maximizing partner's performance
  • You will anticipate business risks based on existing data and historical behaviors and implement corrective measures
  • You will build and present monthly/quarterly/seasonal business reviews
  • You will focus on a specific portfolio of Partners according to Success Manager guidelines

Who you are

  • You have experience in a B2B environment
  • You are passionate for providing exceptional service to both internal and external customers
  • You have excellent verbal and written communication skills with all levels of the organization
  • You are organized with action planning skills
  • You are detail-oriented with an aptitude for process optimization
  • You have analytical mindset and ability to extract, interpret and storytell data
  • You are empathetic and with an unique ability to extract and understand customer needs
  • You have proven experience in implementing successful strategies and achieving ROI and other measures of success
  • You are capable to multi-task and shift focus as required, with an excellent sense of prioritization and timing; Independent, self-sufficient, and also with strong inter-personal skills
  • You are able to work under pressure in a fast-paced environment
  • You are able to work across teams with a collaborative approach
  • You have strong negotiation skills
  • You have commercial sense and problem-solving skills
  • You have experience in Retail operations
  • You have experience in and knowledgeable of E-commerce (is a plus)
  • You have an understanding of luxury customers (is a plus)
  • You are fluent in written and spoken English
  • You have advanced Microsoft Excel and Microsoft Powerpoint skills

We're looking for a Partner Success Specialist to join our Los Angeles team!

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