About the role:

This role, reporting to Head of Operations APAC, will act as team lead in relation to partner facing operational topics in the region. 

You will manage a high-performance team and provide service excellence to our marketplace partner community, work with brand/boutique partners on their needs, strategic goals, and operational targets, and help determine the team's strategy and guarantee seamless execution.

You will support the team in doing these actions and ensure results to the business, while developing the team’s skills.

What you will do:

• Lead and inspire a top performance team, focusing on talent development to promote the future vision for the team and nurturing a top performance & customer-centric mind-set;
• Contribute to tailor our service strategy and service level agreements to meet partner and business expectations and guarantee its accomplishment, anticipating and tracking operational and tactical risks and providing strategic solutions.
• Guide and oversee an efficient support model to match the needs of our partner community aligned with our high-level strategic pillars to provide excellent service standards to internal and external clients.
• Lead the execution of support to partners, make sure maximum adherence to SLAs and performance KPIs;
• Promote and advocate for a continuous improvement mind-set, surfacing the voice of our partners and using it as a driver to design and improve our ways of working to support our service promise;
• Collaborate with other internal stakeholders, namely other partner facing teams, to develop plans to improve the operational performance and growth of our partners while assuring an outstanding experience;
• Participate in hiring great people for the team and developing upskilling plans for the current team members to drive talent growth and retention.

Who you are:

• More than 3 years of experience in leadership and management in large teams and senior profiles, preferably on B2B service or retail operations environment
• Excellent communication and interpersonal skills with the ability to work with, and influence all levels of the organization
• Self-driven and passionate for providing exceptional service to both internal and external customers
• Ability to promote high levels of trust, enthusiasm and commitment
• Ability to manage and organize a team from a performance as well as a development perspective
• Experience managing towards targets and KPIs with a strong drive for operational excellence
• Strong critical thinking and analytical skills, passionate for strategy and long-term planning
• Ability to pivot quickly and manage concurrent priorities in a fast-paced environment
• Fluent in English (speaking, reading and writing), Cantonese, and Mandarin Chinese (verbal communication)

Farfetch is the leading global technology platform for the luxury fashion industry. Founded in 2007 by José Neves for the love of fashion, and launched in 2008, Farfetch began as an e-commerce marketplace for luxury boutiques around the world. Today the Farfetch marketplace connects customers in 190 countries with items from more than 48 countries and over 1,000 of the world's best boutiques and brands, delivering a truly unique shopping experience and access to the most extensive selection of luxury on a single platform. Through its business units, which also include Store of The Future, Farfetch Black & White Solutions, Browns, and Stadium Goods, Farfetch continues to invest in innovation and develop key technologies, business solutions, and services for the luxury fashion industry.