B2B Operations Specialist

Farfetch is a leading global marketplace for the luxury fashion industry, connecting customers in over 190 countries with items from more than 50 countries and over 1,400 of the world’s best brands and charming boutiques from around the world. Farfetch opens a world of luxury for endless expressions of style, delivering a truly unique shopping experience and access to the most extensive selection of luxury on a global marketplace.    OPERATIONS   The Operations team serves as the backbone of our marketplace, seamlessly managing the entire order journey. From creating online content and ensuring secure payments to order fulfillment and delivery, while providing comprehensive customer and partner care, this team is relentlessly focused on improving the customer experience every single day.   PORTO   Our office is near Porto, in the north of Portugal, and is located in a vibrant business hub. It offers a dynamic and welcoming environment where our employees can connect and network with a large community of tech professionals.   THE ROLE   We are looking for a B2B Operations Specialist to optimize and scale the Farfetch partner ecosystem. In this role, you will own the operational health of our B2B relationships by leveraging data, automation, and AI-driven insights to predict friction points before they happen. You will be part of a fast-paced B2B team that thrives on transforming complex operational challenges into streamlined, scalable processes for the world’s best luxury boutiques and brands.

WHAT YOU'LL DO

• Partner Operational Support: Act as the primary point of contact for partners for day-to-day operational and technical queries (e.g. order and returns issues, system-related questions, and customer service priorities), delivering timely, high-quality support across all communication channels to ensure operational continuity and partner satisfaction. 

• Data-Driven Problem Solving: Monitor and analyze partner operational KPIs to identify trends, diagnose systemic bottlenecks, and proactively engineer long-term solutions for recurring issues.

• Technical Account Management: Act as the primary escalation point for complex technical and operational queries, translating technical friction into actionable product feedback.

• AI & Automation Integration: Leverage AI tools and automated workflows to streamline routine partner queries, increasing self-service capabilities and freeing up your bandwidth for high-impact, strategic partner interventions.

• Cross-Functional Process Engineering: Partner with the organization to champion the "voice of the partner," utilizing data trends to influence operational standards and drive value for the partner ecosystem.

• Continuous Improvement: Define, document, and scale best-in-class operational frameworks that elevate partner autonomy, efficiency, and satisfaction.

WHO YOU ARE

• B2B Operations Background: Experienced in a B2B, e-commerce operations, or technical account management environment where you managed complex enterprise or vendor relationships.
• Strong Communicator & Influencer: Ability to translate complex technical concepts into clear, actionable insights for both luxury brand partners and internal teams.

• Analytical Mindset: You don't just look at data; you look through it to find root causes. You are comfortable using data visualization tools.

• Tech and Automation Savvy: You have a natural curiosity for tech stacks, APIs, and AI tools. You look for ways to automate manual tasks rather than doing them repetitively..

• Problem Solver: You have a strategic approach to troubleshooting. When a process breaks, your instinct is to fix the system, not just the individual case.

• Agile and Adaptable: Thrives in a fast-paced environment and is comfortable navigating ambiguity as our platform and tools evolve.

REWARDS & BENEFITS

• Health insurance for the whole family and other well-being resources
• 25 Days of Annual Leave (above the statutory) and additional Caring Days (2 days per year) and 
• Boomerang: sabbatical program after 5 years service 
  Training opportunities and free access to LinkedIn Learning
• Flexible benefits program
  Flexible working environment

EQUAL OPPORTUNITIES

Farfetch is an equal opportunities employer ensuring that all applicants are treated equally and fairly throughout our recruitment process. 
We are determined that no applicant experiences discrimination on the basis of sex, race, ethnicity, religion or belief, disability, age, gender identity, ancestry, sexual orientation, veteran status, marriage and civil partnership, pregnancy and maternity, or any other basis prohibited by applicable law. 

SCAM DISCLAIMER

It has come to our attention that there may be fraudulent activities involving individuals or organizations falsely claiming to represent Farfetch in order to attract candidates to a SCAM. Please be aware that Farfetch does not conduct recruitment processes through messaging apps or any unofficial communication channels, other than our official careers website. Additionally, Farfetch will never ask candidates for any form of payment during the recruitment process.