Global Head of Premium Service

Customer Excellence Porto, Portugal


The Role:

Reporting to the Global Director of Service, you will be responsible for the design and execution of the global strategy for the Farfetch VIP customer service experience, challenging and transforming the business, operational and technical value we bring to them. In this role, you will aim to engage and drive customer loyalty with a seamless, exceptional luxury shopping experience. You will also drive change by collaborating with Private Client management, Customer Excellence leadership and key cross-functional stakeholders (e.g. Marketing, Product, Technology) to improve VIP customer experience and retention.

What You’ll Do:

  • Champion the voice of the VIP customer alongside Private Client and Marketing leadership;
  • Be the point of contact between the Customer Excellence and Private Client teams, guaranteeing a common vision for the VIP customer experience at Farfetch;
  • Design and execute a world class global premium services strategy, ensuring the highest standards of quality and matching SLAs are achieved;
  • Provide leadership for the global team by inspiring them with the company’s service vision, setting clear objectives, and motivating them to lead the delivery of service excellence;
  • Manage the fluidity and scalability of the VIP service proposition;
  • Lead, coach, develop and train the Premium Service management around the world;
  • Assess daily/weekly service levels and quality of service;
  • Implement service improvement strategies;
  • Work closely with Customer Service management to ensure consistency of service and productivity;
  • Act as liaison and point of contact for other departments to ensure a customer focused approach to business initiatives;
  • Support Premium Service management to recruit, train and develop the Premium Service team to ensure knowledge and skill-set growth;
  • Limited international travel may be required


Who You Are:

  • An experienced leader with proven track record in customer success, consulting or other customer advisory services
  • A visionary in service with a passion for creating customer value and the ability to lead transformational change
  • A successful leader with proven experience in managing local and remote teams
  • An excellent relationship builder, actively listening to customer needs, inspiring stakeholders to a new point of view, and accommodating constructive feedback along the way
  • A hands-on problem solver and negotiator with an ability to take complex ideas and make them simple for customers through design and excellent communication
  • A creator of value to the customer and someone who understands how to integrate new trends into practical strategy
  • Successful at interacting with all levels of the organization and across a global cross-functional team with various viewpoints
  • A methodical thought-provoker who can balance revolutionary ideas with risk management
  • An inspiration to those who work for you and with you.