Senior Loyalty Performance Manager - FARFETCH

UK London
17 Aug 2022
03 Nov 2022
Full Time
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 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 a diverse team of Marketing professionals, spanning artistic and scientific expertise. We're driven to amaze our global community of customers through our data-driven approach, revolutionary spirit, test and learn culture and collaborative style. All for the love of fashion.


Our London office is located in Old Street, London's tech hub, and is home to a broad range of teams including Commercial, Marketing, and Product. Our open plan space is ideal for collaborative working and sharing ideas, or you can enjoy some quiet time in our dedicated library. We also have a large outdoor terrace which is the perfect spot to have a team lunch or host events.


This is an exciting time to join Farfetch and the Loyalty team. We are further enhancing the Farfetch Loyalty programme, Access, and creating a strategy for its direction over the next 3-5 years and beyond.

Reporting to the Director of Loyalty, the Senior Loyalty Performance Manager leads the team responsible for managing and further enhancing the performance of the Farfetch Loyalty programme, Access. You will sit within the Marketing Retention Team but will work with Product, Tech, CRM, Customer Analytics, Customer Service and the Private Client team to ensure the successful daily running of the programme. You will be passionate about the Farfetch customer experience, ensuring that our loyalty offering meets the needs of our customers at every stage in their lifecycle, and use customer analytics and insight to spot near term risks and opportunities.


    • Lead a team to ensure the smooth daily running of Access, working across Marketing, Product, Customer Service and Private Client teams
    • Ensure Access hits its quarterly performance targets and annual goals, and be responsible for the forecasting and performance of the Access promotional budget
    • Develop Access test and learn initiatives across all of the lifecycle rewards, working collaboratively with the CRM and product teams to accomplish the plan
    • Identify improvements to the main customer journeys (e.g. enrolment, welcome, upgrade, downgrade) and work with product to improve and bring more traffic to the Access hub
    • Work with the Customer Service and Private Client teams to resolve customer pain points arising from the Loyalty programme
    • Work with the product and tech teams to outline a clear and prioritised roadmap of deliverables for the next year
    • Work with International teams on the regional performance of the programme, and align with their local requirements
    • Present regular presentations on the performance of Access across the organisation, working with Customer Analytics


    • Significant work experience with a focus on customer experience/ loyalty
    • Experience of management and developing individuals
    • Strong analytical skills, used to delivering improvements through test and learn mindset
    • Experience working with product and engineering teams to shape the technology roadmap required to support the team goals
    • Comfortable presenting to and working with senior team members

You will lead the team responsible for managing and further enhancing the performance of the Farfetch Loyalty programme, Access.${description2}