**FARFETCH** exists for the love of fashion. We believe in empowering individuality. Our mission is to be the global platform for luxury fashion, connecting creators, curators, and consumers. We're a diverse and global community made up of Farfetchers, our partners, and our customers, which we believe is at the heart of our success. Everything we do is centered around our values - Be Human, Think Global, Be Revolutionary, Todos Juntos, Be Brilliant, Amaze Customers - which define our beliefs and actions. We welcome differences and foster a consciously inclusive environment for everyone. We are Farfetch For All. **THE ROLE - OPERATIONS** You will be responsible for a large and complex (multi-lingual, multi-tiered, multi-channel) team of Premium Service Advisors and will work closely with the Premium Service Supervisors/Leads and Premium Service Manager on operational strategy, business transformation and execution to promote operational excellence and deliver really demanding service levels to worldwide luxury customers. This role is responsible for ensuring the highest levels of services are provided to both our consumers for the highest tiers and partners at all times and via every communication channel. **WHAT YOU'LL DO** *Operational Strategy* Identify key areas for improvement in terms of the standards of service, current policies, operative model, etc. Propose projects and initiatives to tackle areas for improvement; Analyze business strategy and define initiatives to cascade effectively in premium service; *Business Transformation* Assess current operational status on a more high level and midterm perspective and propose new directions, to align to business strategy; Propose and implement improvement strategies and operative model changes, leading effective operational implementation projects inside customer service organization and managing other interested parties wisely (tech, continuous improvement, service design, etc); Track and report on the success of change and adjust course when needed; Partner with the global management team to implement tailored policies, procedures, technical improvements, and training programs; Act as liaison and point of contact for other departments to ensure a customer-focused approach to business initiatives; *Service Execution & Delivery* Execute the global service strategy, ensuring SLAs and quality standards are achieved (operational excellence); Provide leadership for the team by inspiring them with the company's service vision, setting clear objectives, and motivating them to deliver the best level of service; Lead, coached, develop, and train the Premium Service Agents; Act as the final point of escalation for the team for customer or IT-related issues; Work with workforce analysts to manage staffing plans to ensure capacity is met, taking into consideration on and off-peaks; Manage customer and private client costs; Work closely with other Premium Leads and Supervisors to ensure consistency of service (in terms of customer experience & Premium performance); Able to recruit Premium Service Agents, train and develop them to ensure knowledge and skill-set growth;

WHO YOU ARE

- An experienced leader of a customer-oriented team (a plus); - Experienced at driving effective change in large transformation programs; - Capable of analyzing a problem, making a sound data-based diagnostic, and proposing solutions (e.g, changes to the operative model, IT improvements); - Some technical background or experience in tech projects (a plus); - Business acumen has driven with the ability to pivot quickly according to business needs and to manage change with confidence; - Critical thinker, analytical, data-driven decision maker, results-oriented; - Knowledgeable and experienced in e-commerce (a plus); - Acquainted with luxury fashion and brands (a plus); - Able to work under pressure in a fast-paced environment; - Able to make sound business decisions with a strong sense of urgency; - Able to manage and organize a team from a performance as well as development perspective; - Able to exceed customer expectations; - Excellent in listening; - Excellent written and verbal communication skills; - Able to work across all levels within an organization with a collaborative approach; - Passionate for providing exceptional customer-oriented luxury service to both internal and external customers; - Flexible in schedule; must be available to work some evenings, weekends, and holidays when required to accompany the around-the-clock teams (exceptional); - Limited international travel is required; - Intermediate English.