Export Manager (Customer Operations) - FARFETCH

UK London
17 Sep 2022
25 Oct 2022
Full Time

Disruptive, unexpected and revolutionary in our own way... Browns changed the course of retail and fashion history forever when it opened in 1970. Born in London but celebrated globally, we're the one-stop-shop for the best luxury fashion including established designers and emerging talent; renowned for our influence in fashion and style, and our innovative approach to retail and high-level service. Powered by Farfetch, we continue to disrupt the retail landscape to deliver a global luxury shopping experience of the future, championing creativity and originality.

Our people are at the heart of everything we do. Together we are here to make a difference and to spread kindness. We welcome differences, empower individuality and celebrate diverse skills and perspectives, creating an inclusive environment for everyone.

Our two retail boutiques are located in London. Our flagship boutique is located on Brook Street in the heart of Mayfair, and comprises four stunning levels of architectural delight, a unique edit of luxury fashion, and allows for an immersive customer experience connected at all touchpoints. Our Browns East boutique is located in Shoreditch and is a real creative and artistic hub; a true gem in the local community.


We're a collaborative and creative team, utilising our expertise and passion in product and styling combined with state of the art technology, to deliver a truly unique and personalised shopping experiences for our clients, both in store and online.


The Customer Operations Manager - Export, will report to the Senior Customer Operations Manager (part of the Customer Experience function). The role is responsible for the export business and team within it. They will design the long-term strategy, drive business growth, ensure an exceptional customer experience and lead a high performing team.


    • You will work with the Senior Customer Operations Manager and key stakeholders to develop the execution strategy for the export business.
    • You will focus on client acquisition and development, with an implementation strategy to increase client spend, year on year.
    • You will develop both weekly and monthly reporting on performance and results from strategies accomplished.
    • You will identify growth opportunities via client, territory and / or product category.
    • You will create a one-to-one multi-channel shopping experience for all Browns clients, adopting the pillars of the Browns customer journey to achieve an experience that is memorable and personalised every time.
    • You will use your initiative to propose ideas to improve client acquisition and retention. You will identify operational efficiencies, problems to solve and optimisation opportunities ongoing.
    • You will position yourself as an ambassador for Browns, attending and hosting events and activations to establish strong relationships with your clients.
    • You will think globally in your approach towards client acquisition and development, working to develop a diverse portfolio of domestic and international clients, being respectful of cultural nuances to best service them.
    • You will take accountability for key performance indicators including Sales, Client Acquisition and retention and NPS.
    • You will utilise technology including WeChat and Wiebo, to develop a targeted and engaged approach for clients in the APAC region.
    • You will lead and develop your team to operate effectively, perform optimally and live the company values.


    • You are fluent in English and Mandarin.
    • You have knowledge of APAC culture, market and consumer behaviour.
    • You will build knowledge of other key global markets including the US, ME.
    • You demonstrate a balance in creative and commercial thinking, supporting the business to keep us revolutionising within the fashion industry.
    • You are able to engage with people across multiple geographies, cultures, and industries and can overcome barriers.
    • You are passionate about product and proactive in developing product and industry trends.
    • You showcase an interest and knowledge in areas beyond fashion, such as art, culture, food and music.
    • You demonstrate a passionate approach to client experience, engaging with customers both remotely and face-to-face.
    • You are analytical with a keen eye for detail. You are strategic and able to plan for medium to long term goals.


    • Equity within the Farfetch group and annual bonus/or commission.
    • 33 day holidays per year plus holiday trading.
    • Flexible benefits - Private Insurance, Dental Insurance, Season Ticket Loan, Employee Saving's Isa's, ClassPass and more
    • Discount of 50% off at Browns
    • Life Insurance, Critical Illness Insurance & Pension Scheme.
    • Flexible working environment and more!


    • Browns Fashion is an equal opportunities employer ensuring that all applications are treated equally and fairly throughout our recruitment process. We are determined that no application 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.

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