Head of Partner Success Operations, North America - FARFETCH

US New York
06 May 2022
18 Sep 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 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 fulfillment 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.


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.


Farfetch aims to lead the evolution of luxury service and you will help us succeed. As the Head of Platform Partner Success, you will determine what partner success is in North America, challenging and transforming the business, and the operational and technical value we bring to our partners. Reporting to the Global Director of Partner Service, you will provide strategic leadership to the local partner success team and represent the voice of the partner for your region to the business. The global teams are located in Porto, Tokyo, Shanghai, Hong Kong, and Los Angeles to name a few. The Farfetch partner may be a multi-brand retailer or global brand across the platform. You will collaborate with global partner success and service leaders and main partners (e.g., Marketing, Business Development, Technology) to improve partner experience and loyalty.


    • You will manage the Success team, both FF.com Marketplace and Partner Service envisioning the partner's top-line growth, cost optimization, experience improvement, and a healthy Farfetch cost to serve.
    • You will evolve the Partner Success structure (team, tools, and governance) to onboard and manage enterprise partners (clients with a high level of complexity)
    • You will understand the needs, opportunities, and risks of each partner to establish the short/long term Partner Success strategy to guide local and global partner satisfaction and retention
    • You will push for innovation and test and learn methodology to evolve the value proposition to our partner
    • You will advocate for partners' interests across all of their sales channels by liaising, planning, communicating, and implementing shared strategies with important partners at Farfetch
    • You will connect the partner global and local strategies


    • You are a leader with 6+ years of experience managing local and remote teams
    • You are a people manager able to inspire and inclusively motivate a team.
    • You have a track record in customer success, consulting, or other customer advisory services
    • You are a professional with 5+ years of experience in online operations processes (e.g., Fulfillment, Delivery, Payments, Fraud, and Customer Service);
    • You are professional with excellent verbal and written communication skills for different levels of audiences.
    • You have a strong business acumen ability, being able to connect the strategic plans to the execution and perform deep P&L analysis.
    • You have experience in problem-solving and project management methodologies (e.g., Six Sigma, PDC, waterfall, and Agile).
    • You have an excellent sense of prioritization and timing.
    • You are a creator of value to the customer and understand how to integrate new trends into a practical strategy


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


    • 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.

We are looking for a Head of Partner Success, North America to join our Operations team in New York!${description2}

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