Product Manager - CRM Products - FARFETCH

26 Jan 2022
03 Feb 2022
Full Time
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.


We're the customer experts and advocates. Our teams work on the end-to-end product lifecycle; from understanding the motivations and needs of our customers and partners, to designing and testing hypotheses, to creating industry-leading experiences for luxury shoppers, sellers and service providers. We set our Product vision and achieve our strategy in close partnership with teams across the business.


Our Portugal offices are located in four of the country's most vibrant cities - Braga, GuimarĂ£es, Lisbon and Porto, known for their rich historical background and warm atmosphere. The teams working in Portugal cover all areas of FARFETCH, from Digital Production to Operations, People and Technology. In our GuimarĂ£es and Porto offices you can experience the latest fashion trends in our European Production sites, and in our Braga, Porto and Lisbon offices you can immerse yourself in the tech world!


We're looking for a Product Manager to join the Customer Lifecycle & Retention Team to help help grow our CRM channels. You will manage the CRM tech landscape through the operation and evolution of our internal services and products, ESP integration, tracking and monitoring capabilities, and Marketing partner integrations for Non-Paid Marketing activities - empowering our CRM Marketing teams to best represent our brand, showcase relevant products and content to our customers, and leverage our expert data at a global scale. You will work with experienced engineers, business experts, marketeers, designers and analysts in growing brand. Above all you will have a hand in growing the fastest growing brand in the luxury fashion industry. You will learn about who the Farfetch customer is and promote marketing solutions that represent our brand, and ensure users are on-boarded to the best possible experience for their needs.


    • Champion the needs of customers (platform customers & marketplace customers) throughout the development process by designing robust products
    • Identify who users are and what their needs are, based on research and insights.
    • Work with stakeholders to build a product roadmap and create business cases for customer opportunities and feature development within your domain and establish the metrics for customer opportunity and feature development within your scope.
    • Create shared context of user needs within the development team and guide the team to solve user problems
    • Translates user needs to user stories and ensures that development meets/exceeds user needs and are of a high quality. Defines the fidelity needed for different stages of rollout, in order to deliver value to the company via agile product development flows and deliverables
    • Effectively prioritise against multiple factors, balancing development between new, iteration and maintenance, fixing issues. Prioritise defined tasks based on effort, impact, user needs and business goals.
    • Keep updated knowledge of the CRM tools and trends and deliver innovation to our product
    • Provide visibility via sharing and syncs with business partners (Marketplace Business Partners and Platform Business Partners.


    • Passionate about developing customer centric products - think Customer First
    • Able to think globally/strategically, frame new and known problems and break them into smaller ones
    • Capable of structuring information and have attention to detail to define clear requirements
    • A professional with ability to develop and maintain effective product roadmaps, working with cross-functional teams
    • Experienced in adopting a test and learn approach in building products to inform product direction
    • A professional with good written and oral communication skills; English is mandatory
    • A team player and a professional with strong negotiation skills
    • Background in customer re-engagement and retention products and strategies.
    • Good knowledge of CRM / Email Marketing Products and Tools (e.g. Salesforce, Responsys)
    • Degree in Digital Marketing, Management, Information Systems or related field


    • Health insurance for the whole family, flexible working environment and well-being support and tools
    • Extra days off, sabbatical program and days for you to give back for the community
    • Training opportunities and free access to Udemy
    • Flexible benefits program
    • FARFETCH Equity plan


Join and do what's never been done before!${description2}

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