Head of Partner Success

Operations Strategy New York, United States


The role:

As the Manager of Partner Success, you will determine what partner success looks like in North America, challenging and transforming the business, operational and technical value we bring to our partners. You will provide strategic leadership to the local partner success team and represent the voice of the partner for your region to the business. The global teams are located in Porto, Tokyo, Shanghai, Hong Kong, and Los Angeles to name a few. The Farfetch partner may be a multi-brand retailer or global brand across the platform.

You will drive change by collaborating with global partner success and service leaders as well as key cross-functional stakeholders (e.g. Marketing, Business Development, Technology) to improve partner experience and loyalty. You will also support the Global Director of Partner Success in driving the strategic agenda for partner centricity and excellence.

What you’ll do:

  • You will champion the partner success framework, processes and best practices that will cultivate a customer centric and high performing partner success team in North America
  • You will provide strategic leadership to the local partner success management team to ensure their commitment to, alignment of, and execution of the global success strategy
  • You will understand the needs of each partner profile and define the critical path and touchpoints that drive local partner retention
  • You will manage partner segmentation, supporting segmentation design, implementation and execution
  • You will achieve progressive customer satisfaction, growth and retention across partners by working closely with the global success and service leaders on all related initiatives
  • You will build strong relationships with key commercial, operational and technical stakeholders to understand and action on the needs, challenges and risks to the partner and partner facing teams
  • You will work closely with local stakeholders to share the global and local partner strategy and align on strategic priorities
  • You will push for innovation and test and learn methodology to continuously evolve the value proposition to our partner
  • You will play a critical role in the voice of the partner to the organization gathering partner insights/feedback, brainstorming new ideas/opportunities, and influencing the roadmap that will improve the partner experience
  • You will set the example of how to improve engagement, connection and support to our partners and develop your team so that they can consistently deliver to that standard

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