Leading customer success strategy to drive expansion, retention and advocacy for our rapidly growing SaaS platform

Orchestrating, strategizing, and ne-tuning customer service operations to deliver an exemplary experience for customers and brand clients while seamlessly aligning with the company's overarching objectives and values. At Fafetch Platform Solutions, spearheading efforts to meet contractual obligations and establish a united approach to customer service across all brands. Currently stewarding relationships with 25 diverse brands, ensuring each receives dedicated attention and exceptional service. Directing operations spanning Lisbon, LA, and London, overseeing a dynamic team of approximately 70 full-time equivalents. Providing multilingual support to customers worldwide in languages including English, French, German, and Italian. Charged with optimizing client operations, streamlining processes, and fostering autonomy within customer service teams through close collaboration with brand partners and Continuous Improvement units. Notably, achieved a 15% reduction in brand-dependent contacts while elevating Customer Satisfaction (C-SAT) by 10% year-over-year.

Managing global Customer Service teams supporting various brands within the Farfetch Platform Solutions portfolio. Overseeing a team of 5 supervisors spanning different regions, with a collective team size exceeding 70 full-time equivalents. Accountable for achieving contractual KPIs and ensuring teams are equipped to excel through meticulous attention to: Strategic Planning and Resource Allocation; Comprehensive Onboarding and Training Initiatives; Ongoing Skills Enhancement Programs; and Rigorous Team Support and Management, all tailored to meet luxury standards and deliver an elevated customer experience. Additionally, entrusted with nurturing relationships with partner brands, facilitating continuous feedback loops aimed at enhancing Customer Experience (CX) perpetually. Driving change management initiatives to foster internal alignment within our ever-evolving business landscape, spearheading cross-departmental projects and developmental endeavors. Collaborating closely with cross-functional unitsincluding Service Design, Workforce Optimization, Training, Quality Assurance (reporting directly to me), and Platform Solutionsto ensure the seamless delivery of Customer Excellence Service, benefiting both customers and partner brands alike.

Reporting to the Global CS Director, I was responsible for the growth of the CS team in Lisbon, from 8 to ~35 team members in 2 business areas and for 5 different markets. Building a team structure focused on enriching each advisors knowledge to better ensure an Excellence Service at the same time as working on the teams motivation to contribute to the common knowledge and as such, on their motivation.

Driving a team of First Line Managers and Customer Service Representatives to deliver a service of excellence.Acting as point of contact for operational matters for the partner and responsible to drive an operation of 30 customer service representatives towards a customer excellence service for the European and American Portuguese and Spanish speaking countries. For 3 months also acted as an interim account manager for an operation of 30 customer service representatives, providing support in various languages across Europe.

Driving a team of Customer Service Representatives to deliver a service of excellence.