Operational Account Manager

Farfetch is a leading global marketplace for the luxury fashion industry. The Farfetch Marketplace connects customers in over 190 countries and territories with items from more than 50 countries and over 1,400 of the world’s best brands, boutiques, and department stores, delivering a truly unique shopping experience and access to the most extensive selection of luxury on a global marketplace.

OPERATIONS

We're passionate about operational excellence, acting with our customers and partners always in our heart. Covering the entire order journey, we create our online content, secure payments and fraud process compliance, ensure order fulfilment and delivery, while providing customer and partner care. In a nutshell, we love to create seamless and memorable luxury experiences for our customers all around the world.

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.

ROLE

As an Operational Account Manager, you'll support marketplace partner success by monitoring operational performance across a portfolio of boutiques, identifying trends, and ensuring consistent service quality. You'll act as a key point of contact for operational queries, helping resolve partner pain points efficiently while identifying opportunities to improve processes and the overall partner experience. Working cross-functionally, you'll contribute to standardised operating procedures, performance improvements, and scalable solutions that support the growth and efficiency of our marketplace ecosystem.

WHAT YOU'LL DO

• Monitor the operational performance of marketplace partners across a portfolio of boutiques, identify trends, and flag opportunities to improve service quality and operational processes.
• Develop a strong understanding of internal and partner operations, providing data-driven recommendations to improve efficiency and service levels.
• Support partners with day-to-day operational queries, ensuring timely resolution, clear communication, and a consistent partner experience.
• Identify recurring partner pain points and implement scalable solutions, prioritising impact, process standardisation, automation, and technological developments where applicable.
• Coordinate partner-facing operational initiatives focused on catalogue management, fulfilment, returns, and inventory management, ensuring consistent adoption of processes.
• Contribute to internal projects that improve the partner journey, operational tools, performance metrics, and service processes.

WHO YOU ARE

• Strong communication skills, with the ability to clearly and effectively communicate complex ideas verbally and through written presentations.
• A professional with advanced Microsoft Excel skills.
• Experienced in a B2B or customer service-oriented environment.
• Able to manage multiple tasks and projects simultaneously, take ownership, and use data to drive decision-making.
• Driven by process optimisation, organisation, planning, and continuous improvement.
• Knowledge about logistics, cross-country shipments, and warehouse processes is a plus.
• Experience in e-commerce and luxury retail is a plus.
• Experience with data visualisation tools (e.g. Tableau, Looker) is a plus.
• High-level knowledge of SQL/BigQuery is a plus.
• Fluent in both written and spoken Italian and English (C1).
• Eager to relocate to Porto.