Director of Customer Excellence

Customer Excellence Los Angeles, United States


The role:

Farfetch aims to lead the evolution of luxury service and you will play an integral role in helping us succeed. As the Director of Customer Excellence in North America, you will define what luxury service looks like at Farfetch, challenging and transforming the service experience and the mindset needed to deliver this level of service.

Reporting to the Vice President of Operations in North America, you will be responsible for managing all aspects of the service team (including Customer Service, Partner Service, Delivery Support and Premium Service) and providing the leadership guidance and career development necessary to ensure our team are able to consistently deliver the highest levels of service excellence.  

The Director of Customer Excellence will work closely with the global functional leaders and North America local management team to provide the strategy and vision for the service teams across the Los Angeles and New York offices. You will also ensure that our high standards are maintained through service consistency and that the Amaze Customer value is evident in our service.

What you’ll do:

  • Develop the service strategy for Customer Service, Partner Service, Delivery Support, Premium Service area for the North American region by collaborating with the global functional leaders and aligning with the global service strategy; 
  • Provide leadership for the U.S. Service teams by inspiring them with the company’s service vision, setting clear objectives, and motivating them to deliver the best levels of service to both internal and external customers;
  • Set target service levels for each team, ensure they are achieved, and identify innovative ways to enhance current service levels to surprise and delight our customer base;
  • Manage the performance and development of the customer excellence team, especially your immediate direct reports;
  • Monitor service team's KPIs and report regularly to relevant management teams regarding any risks or opportunities identified; 
  • Develop new initiatives to increase productivity, gain efficiencies, decrease customer friction, and enhance customer retention;
  • Partner with Tech team to develop and integrate new technologies to improve operational efficiency and customer experience;
  • Work closely with global Customer Excellence and North American local management to develop resource plans fit for business needs, training and recognition programs to improve quality of service, and process improvements to deliver strong results;
  • Manage core business budgets for Customer Service, Partner Service, Delivery Support and Premium Service area for the North American region;
  • Act as liaison for other operational or non-operational departments (e.g. Supply and Logistics, Marketing, Private Client) at both local and global level on initiatives having impact on either customers or internal service team and ensure information flow to service teams
  • International travel required
  • Other tasks assigned by Manager

Who you are:

  • You are an experienced leader with proven track record in customer success, consulting or other customer advisory services
  • You are a visionary in service with a passion for creating customer value and the ability to lead transformational change
  • You are a successful leader with proven experience in managing local and remote teams
  • You are an excellent relationship builder, actively listening to customer needs, inspiring stakeholders to a new point of view, and accommodating constructive feedback along the way
  • You are 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
  • You are a creator of value to the customer and understand how to integrate new trends into practical strategy
  • You are successful at interacting with all levels of the organization and across a global cross-functional team with various viewpoints
  • You are a methodical thought-provoker who can balance revolutionary ideas with risk management
  • You are an inspiration to those who work for you and with you