Global Director of Service

Customer Excellence Porto, Portugal Lisbon, Portugal


Description

The role:

Farfetch aims to lead the evolution of luxury service and you will play an integral role in helping us succeed. As the Global Director of Service, 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. You will provide strategic leadership to the global service teams for all of Farfetch’s customer types across the Farfetch platform. The global teams are located in Porto, Tokyo, Shanghai, Moscow, and Los Angeles to name a few. The Farfetch customer may be a multi-brand retailer, global brand or individual client.

You will drive change by collaborating with global customer excellence leaders (e.g. Success, Service Design, Workforce Optimization) as well as key cross-functional stakeholders (e.g. Private Client, Marketing, Product, Engineering) to ensure service consistency and improve customer experience and loyalty. You will also support the Global VP of Customer Excellence in driving the strategic agenda for customer centricity and excellence.

 

 

What you’ll do: 

  • You will design the service framework, objectives and key results that will cultivate a customer centric and high performing global service team in marketplace and platform models;
  • You will provide strategic leadership to the global service management team (Customer Service, Partner Service, Customer Operations) to ensure their commitment to, alignment with, and execution of the service strategy;
  • You will own the consistency, quality, seamlessness, and effectiveness of service;
  • You will achieve progressive customer satisfaction, loyalty and retention by guaranteeing the customer promise and working closely with the global customer excellence leaders on improvement initiatives to balance cost, value and impact;
  • You will understand the needs of each customer profile and deliver solutions that are a winning combination for customers, partners, and the team;
  • You will build strong relationships with key marketing, operational and technical stakeholders to create the awareness of and action on the needs, challenges and risks to the customer and customer facing teams;
  • You will align Farfetch’s brand and tone of voice with the service;
  • You will work closely with local Managing Directors, local service managers, and other critical stakeholders to share the global service strategy and align on strategic priorities;
  • You will push for innovation and test and learn methodology to continuously evolve the value proposition to our customer;  
  • You will set the example of how to improve engagement, connection and support to our customers and develop the team so that they can consistently deliver to that standard

 Who you are: 

  • You are an experienced leader with proven track record in customer service, 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 global and virtual teams;
  • You are an excellent relationship builder, actively listening to global and local 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;
  • 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