Head of Customer Service - Farfetch Dubai - Chalhoub Group
JOBLUX - UAE , United Arab Emirates
Position: Head of Customer Service
Reporting to: General Manager Middle East
Who we are
Farfetch is unlike anything in the world of fashion and technology.
Our mission: to revolutionize the way the world shops.
To do it, we need innovators. People who challenge convention and dare to dream.
We’ve gone from a start-up to a billion-dollar business. But we’re not done yet. Far from it.
Together, we can be extraordinary
We have rapidly grown into a truly global company since our launch in 2008 and we’re continuing to grow. Our family now includes partner boutiques and brands across Europe, North and South America and Asia; we demonstrate our ‘Think Global’ value in everything we do.
We are a global team of over 2,500 people and have offices based in London, New York, L.A., Porto, Guimaraes, Lisbon, Sao Paulo, Shanghai, Moscow, Hong Kong & Tokyo and now Dubai.
We are a company with an entrepreneurial spirit and innovative culture. We are positive, passionate and live our values: Be Human, Be Brilliant, Todos Juntos, Be Revolutionary, Think Global and Amaze Customers day to day.
Reporting to the Global Customer Service Director, you will be responsible for managing all aspects of customer service in ME markets, providing guidance and direction to ensure the highest levels of service excellence. The Head of Customer Service will work closely with the Global Director to provide the strategy and vision for the customer service team working with ME market. You will be managing a team of Customer Service Advisers and Supervisors and working closely with the global Customer Service Management team to ensure SLAs are met.
You’ll work with the Global Director to implement global service strategy for the ME market;
You’ll provide leadership ME team by inspiring them with the company’s service vision, setting clear objectives, and motivating them to deliver the best level of service;
You’ll set target service levels, ensure they are achieved, and identify innovative ways to enhance current service levels to surprise and delight our customer base;
You’ll manage the performance and development of Customer Service Adviser and/or Supervisors;
You’ll work closely with global CS management to develop resource plans fit for business needs, training and recognition programs to improve quality of service, and process improvements to deliver strong results;
You’ll develop new initiatives to increase productivity, gain efficiencies and enhance customer retention;
You’ll partner with Tech team to develop and integrate new CS technologies as well as decrease contacts per order by improving the customer experience;
You’ll manage core business budgets;
You’ll act as liaison for other global departments (e.g. Operations, Marketing) on initiatives having customer impact and ensure information flow to CS teams
Who you are
You’ll have proven leadership and management experience of a large customer service team, preferably multiple customer service teams or business units in different countries;
You’ll have a deep understanding of luxury e-commerce customer service and the online shopping experience;
You’ll have strong commercial and financial acumen with the ability to pivot quickly according to business needs and to manage change with confidence;
You’ll have strong communication strategy and approach across multiple teams;
You’ll be able to work under pressure in a fast-paced environment;
You’ll be a strategic and experienced leader with a highly disciplined approach to service and process improvement;
You’ll be flexible when it comes to schedule; must be available to work possible evenings, weekends and holidays when needed by global team