Premium Solutions Research & Developer

Customer Operations Porto, Porto


We have rapidly grown into a truly global company since our launch in 2008 and we’re continuing to grow. Our family now includes partner boutiques and brands across Europe, North and South America and Asia; we demonstrate our ‘Think Global’ value in everything we do.


We are a global team of over 2,200 people and have offices based in London, New York, L.A., Porto, Guimaraes, Lisbon, Sao Paulo, Shanghai, Moscow, Hong Kong & Tokyo.


We are a company with an entrepreneurial spirit and innovative culture. We are positive, passionate and live our values: Be Human, Be Brilliant, Todos Juntos, Be Revolutionary, Think Global and Amaze Customers day to day.


The Team:

In Operations, you'll be part of the team that turns dreams into reality. You'll have the opportunity to amaze customers and be revolutionary - "Todos Juntos". Our team consists of all exciting fields of Operations including Premium Services, Delivery, Payments, Fraud, Supply Chain Management, Retail Operations and Operations Strategy. We are truly global, with strong presence in all global regions including Porto, London, Los Angeles, Tokyo, Moscow, Sao Paulo, Shanghai, and Hong Kong. In our fast growing environment we are looking for brilliant people who share the passion for operations in this exciting cutting edge industry - and want to have some fun along the way.

The Role:

Focusing on the VIP Customer Services and Experience, the Premium Solutions Research & Developer, part of the Premium Services team, will be responsible for proposing new global and local solutions per top market, benchmarking the current offer amongst competitors and designing new projects or processes to sustain these solutions. Additionally, this role aims to be the bridge between the Private Client, Operations and Product teams, guaranteeing the right prioritization of VIP projects on the Tech roadmap.


What You’ll do:

  • Liaise with Private Client team to understand the profile and needs of the VIP customers.
  • Liaise with Analytics team to understand VIP Customers behaviours and support business cases around the VIP experience.
  • Propose new solutions and processes, both global and local, for VIP customers, and support their implementation
  • Liaise with the Premium Services Operational Support team to understand daily issues affecting the customers and the team
  • Manage and control all projects related with Private Client and Premium Services, building Business cases and ROI models
  • Actively contribute to the increase of VIP metrics, such as sales, customer retention and customer happiness, as well as efficiency gains on the related internal processes


Who You Are:

  • 3+ Year experienced, with at least 1 year experience in Project Management
  • Degree educated. Masters in Management, Engineering or similar considered a bonus;
  • Experienced and passionate for Fashion, Customer Experience, Operations and Technology;
  • Skilled in problem solving, analytics, and project management;
  • Very good communicator and a professional with negotiation talent;
  • Able to work under pressure in a fast-paced environment;
  • Fluent English is mandatory - Excellent in verbal and written communication skills;
  • Excellent in presentation skills, with the capability to communicate at multiple levels in the organization.


We love hearing from you and want you to be as ambitious as we are, but before applying please ask yourself the following…


  • Is this role a good match for me and my long term goals? We want to really know why you have chosen this career.
  • Do I have all the skills and experience required for this role? Be realistic. We will only consider applications that demonstrate relevant skills or the potential to match the role requirements.
  • Spell Check. As simple as it sounds make sure your application is to the highest standard. You will be surprised at how many applications we receive with spelling mistakes on them.


We are committed to equality of opportunity for all staff, applications from individuals are encouraged regardless of age, disability, sex, gender reassignment, sexual orientation, pregnancy and maternity, race, religion or belief and marriage and civil partnerships