The Role

This role is responsible for the performance efficiency of boutique/brand partners at all times so as to deliver an excellent online experience to our end consumer, while ensuring the partners’ satisfaction from the service and support provided by Farfetch.

You will manage daily communications across operational and service needs with partners in the APAC region (Korea, Taiwan, Singapore, SEA and Australia), and provide partners with training on systems, processes and best practices in line with global guidelines. The composition of your scope will also vary according to daily/periodic business needs.

The Team

Reporting to the Senior Manager – Account Management & Partner Service (based in Hong Kong), you will work closely with the Account Manager, who will support with analytics and best practice guidance. There will also be frequent contacts with Operations teams such as Customer Service, Finance, Production& Logistics, and others.

What You'll Do

• Assess the operational structure of new partners and advise on best operational setup option for online in terms of process, workflow and resourcing on partner side; then, coordinate online setup and training for new partners, monitor progress and adjust tactics for quick best results.

• Drive boutique KPIs daily, with a strong focus on the speed of order processing and shipping, inventory accuracy, as well as price inputting.

• Answer all daily queries - ranging from order management issues, item/site queries from partners, duplicate items, swapped photos, missing info, quality, pricing etc… - with speed and accuracy

• Provide effective solutions to partners by liaising with different teams in HK or other regions such as Customer Service, Courier, Ops, Production, Logistics, Quality/Photography…

• Resolve customer complaints escalated from Customer Service team, while educating partners to meet the Farfetch CS standards

• Input seasonal markdowns, site stock clean ups, and others as necessary

• Ensure Partner Service systems and work methods are in line with global practices, and prepare support documentation in languages as required

• Work hand-in-hand with the Account Manager and Senior Manager, escalating critical or recurring issues to them and from time to time covering each other when needed, particularly in the startup phases of the Hong Kong structure

Who You Are

• Minimum of 2-3 years’ experience in commercial, service, operations functions, preferably in retail operations or B2B customer service, fashion retail being a plus

• Strong inter-personal skills, diplomatic, confident and able to convince

• Excellent sense of prioritization and able to handle multiple tasks in a fast-paced environment

• Detail-oriented and an agile problem solver, with an aptitude for process optimization

• Proficient user of IT systems, MS Office, helpdesk or other customer service specific a plus

• Fluent and articulate English, written and verbal