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Partner Services Coordinator Row
Farfetch
Porto, , Portugal
Job Details - this job has expired, please see similar jobs below
Description
Working in close collaboration with the Partner Service Manager to ensure top notch service is delivered to our partners.
• Manage multiple Partner Service clusters’ activities, identifying patterns and adjusting strategy and resource allocation according to workload variation or service KPI trends;
• Implement best practices across multiple Partner Service Clusters to ensure KPIs and SLAs are achieved;
• Implement service improvement strategies and find innovative solutions to ensure partners are able to deliver high standard service levels to the Farfetch customer;
• Identify trends and key areas of improvement in order to suggest and implement tailored policies and procedures;
• Assess team members’ performance and profiles, making sound decisions on resource allocation regarding strategic partnerships;
• Liaise with Partner Success team, following up on highlighted trends and monitoring results of action plans;
• Collaborate with Partner Success team in the discussion and definition of tactical actions to improve partner performance;
• Participate in partner segmentation discussions contributing the service standpoint;
• Provide partner feedback report on a weekly basis;
• Work closely with peers across offices to ensure the consistency of service provided and levels of productivity;
• Act as liaison and point of contact for other departments to ensure a partner focused approach to business initiatives;
• Liaise with internal departments and stakeholders to ensure a truly consistent customer centric approach to our service deliverables
Lead a multicultural service team
• Provide leadership for the team by inspiring them with the department’s vision, setting clear objectives, and motivating them to deliver the best level of service;
• Identify training needs within the team and liaise with the training specialist to develop training programs that address them;
• Work with Analysts to manage staffing plans to ensure capacity is met;
• Ensure that the Partner Services team is reliable, accountable and available;
• Guarantee alignment amongst the clusters and visibility within the clusters;
• Participate in Partner Service's team development, working closely with the relevant stakeholders, hiring and mentoring the new joiners and nurturing the required mindset to accomplish the company's service vision
Key skills and experience
• Proven leadership and management experience preferably on B2B environment;
• Excellent communication and people skills;
• Solid e-commerce experience and knowledge and good understanding of luxury fashion and brands;
• Strong commercial acumen with the ability to pivot quickly according to business needs and to manage change with confidence;
• Ability to work under pressure in a fast-paced environment;
• Ability to manage and organize a team from a performance as well as a development perspective;
• Ability to make sound business decisions with a strong sense of urgency;
• Ability to work across all levels within an organization with a collaborative approach;
• Passion for providing exceptional service to both internal and external customers;
• Strong motivational skills;
• Developed analytical, planning and organizational skills;
• Commercial sense and problem-solving skills
Requirements
• Seasoned in service environment;
• Flexibility in schedule when necessary;
• Fluency in English (C level). Any other language will be a plus.