WHAT YOU’LL DO

• Be the main point of contact for a strategic, enterprise level FPS client. Formulating plans to drive roadmap and business growth using data-driven insights, analysis and creative problem-solving - all to drive tangible commercial growth.
• Ensure high levels of client satisfaction, with the ultimate measures of success being that they grow their business, adopt our platform offerings and further deepen their partnership with FPS.
• Accountability and ownership of client targets and roadmap initiatives; i) implementing initiatives to ensure performance targets are met (across trade, operations, e-commerce) ii) collaborating with all the cross functional teams to ensure strong roadmap processes, communication and deliverables. 
• Oversee cross-functional client projects ensuring teams deliver on time and in full, and responsible for any relevant escalations and client communications relating to such projects. Lead on the resolution of complex and contentious client issues, through effective mobilisation of internal teams.
• Comfortable with delivering updates to and maintaining strong communication with the C-level client team members including strategy conversations as well as the management of complex and challenging topics across business, product roadmap, and operations. 
• Ownership of monthly Roadmap Forums with C-level client stakeholders. 
• Actively identify opportunities for efficiency and process improvement across multiple work streams with client and Farfetch teams. 
• Create annual budget and forecasts for the client and identify strategies and plans needed to ensure these forecasts are achieved/beaten.
• Lead a cross-functional and global client-dedicated team in order to drive client strategy,  maximise sales and deliver exceptional levels of service for our clients. 
• Manage, motivate and coach a team of consultants, helping them to prioritise an often challenging workload in order to maintain a balance between excellent client delivery and team wellbeing. 
• Work closely with the product team in order to help shape the overall roadmap, inputting key requirements from clients.
• Communicate with other departments and teams both within FPS (e.g. Ops, Production and Tech, Project Management) and Farfetch (e.g. Econcessions, Business Development, Account Management, Media Solutions) to exchange critical information about clients, special projects or to improve the service offering.
• Keep abreast of industry developments and translate this knowledge into strategic guidance for brands and FPS

WHO YOU ARE

• High level of business acumen and commercial awareness,  driven by the ability to work towards metrics and targets.
• Takes a holistic view of the client’s business, beyond just their e-commerce performance and build strong fundamentals to support solid partnerships with FPS’ key clients 
• Proven ability to manage and prioritise multiple client demands including problem-solving / the ownership of cross-functional issues
• Proven ability to work to challenging timelines and manage a large workload across the team. 
• Strong and resilient leader across a cross-functional team.
• Experience and genuine interest in building and maintaining key client relationships, including negotiating with  C-level external stakeholders. 
• Strong analytical and problem-solving skills , always focused on delivering strong commercial outcomes. 
• Bias for action and strong organisational skills; ability to create project plans and see them through to execution
• Digital, retail and luxury fashion industry knowledge and competitor positioning 
• Previous people management experience5+ years relevant experience in a consultancy, retail or e-commerce role with exposure to/experience in project management.