B2B Operations Specialist

Job description

FARFETCH exists for the love of fashion. Our mission is to be the global platform for luxury fashion, connecting creators, curators, and consumers. We're a positive platform for good, bringing together an incredible creative community made up of our people, our partners, and our customers. This community is at the heart of our business success. We welcome differences, empower individuality and celebrate diverse skills and perspectives, creating an inclusive environment for everyone. We are FARFETCH for All. OPERATIONS We're passionate about operational excellence, acting with our customers and partners always in our hearts. Covering the entire order journey, we create our online content, secure payments and fraud process compliance, and ensure order fulfillment 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. 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 - **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. - **B2B Operations Background:** Experienced in a B2B, e-commerce operations, or technical account management environment where you managed complex enterprise or vendor relationships. - **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. - **Strong Communicator & Influencer:** Ability to translate complex technical concepts into clear, actionable insights for both luxury brand partners and internal teams. - **Agile and Adaptable:** Thrives in a fast-paced environment and is comfortable navigating ambiguity as our platform and tools evolve.