Customer Operations Director - NGGH++ - FARFETCH

Location
IT Turati
Posted
26 Aug 2022
Closes
02 Nov 2022
Ref
6f9e9e32-6106-4cb9-aec6-679bf41218b6
Function
Technology
Hours
Full Time
NEW GUARDS GROUP

New Guards Group is the home to 9 international luxury brands: Marcelo Burlon County of Milan, Off-White c/o Virgil Abloh, Palm Angels, Unravel Project, Heron Preston, Alanui, Kirin Peggy Gou, Opening Ceremony and Ambush. We work with the understanding that fashion and luxury can be different: community-based, quality-driven, collaborative, truly global and quick. Our brands and products stem from creative and managerial innovation and the philosophy of Made in Italy. We're redefining the way luxury is conceived, communicated and shared. Where others see limits, we see goals. NGG is part of the FARFETCH Group and recently created a spin off business NGGH++ that will be a growth accelerator and an incubator of new ideas, brands and businesses.

OFFICE

Our new office in Via Turati is a strategic hub, and home to all of the NGG/NGGH++ staff functions. Turati is where the behind the scenes driving force of NGG is brought to life; this is harmonised with the archive exhibits of brand collaborations found throughout the office.

THE ROLE

NGGH++ is looking for an energetic individual to lead the Customer Operations team and provide world-class support to all our customers. You will be based in our new office in Via Turati, Milan and will report directly to the VP Operations, while working closely with Sales, Logistics and Finance to develop the strategy and processes for your area of responsibility and manage the performance of the business based on a set of functional and shared metrics, in line with the business strategy.

This is a unique opportunity to join a new team and be part of a new business model that will have a direct impact on the growth of the business in Europe.

WHAT YOU'LL DO

● Lead the Customer Operations team in Europe that will serve all NGGH++ brands and customers.

● With a focus on the B2B side of the business, lead, coach, drive and inspire the Customer Ops managers and associates in your organization.

● With the VP Operations and cross-functional peers, develop the strategy and metrics that will successfully guide the business to profitable, sustainable growth.

● With your team, develop excellent processes in order management, reservation & allocation, delivery planning, customer invoicing, and processing returns.

● Build great working relationships with counterparts in Sales, Logistics and Finance to drive world-class support for our customers.

● Liaise with the Farfetch team on strategy, planning and performance of the B2C Customer Operations function that supports consumers buying direct on our platforms.

● Support the VP Operations on all projects and requests of the larger Operations team.

WHO ARE YOU

● You have a bachelor or master's degree.

● You have 10+ years of experience in Customer Operations leadership roles, at international consumer goods companies, and ample experience with team leadership and people management.

● Background in the sporting goods or fashion industry is preferred.

● You have proven experience with project and change management, and Lean methods.

● You are fluent in English and proficient in 1-2 other languages.

● You bring ideas to the workplace and have the energy and drive to pursue them.

● You enjoy developing people, also towards roles in other parts of the company.

● You have a tolerance for ambiguity and are able to make decisions with limited information.

● You have an optimistic nature and positive attitude and assume the best in others.

● You enjoy working in a multi-cultural environment and foster diversity and inclusion.

REWARDS & BENEFITS

● Great compensation package (in consideration of your professional experience)

● Lunch tickets

● Discounts on all NGG brands and partners including FARFETCH and Browns

● Brand new headquarters located in the centre of Milan

EQUAL OPPORTUNITIES STATEMENT

New Guards Group 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

You will be based in our new office in Via Turati, Milan and will report directly to the VP Operations, while working closely with Sales, Logistics and Finance to develop the strategy and processes for your area of responsibility and manage the performance of the business based on a set of functional and shared metrics, in line with the business strategy.${description2}

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