Private Client Operations Specialist in London

Farfetch is a leading global marketplace for the luxury fashion industry, connecting customers in over 190 countries with items from more than 50 countries and over 1,400 of the world's best brands and charming boutiques from around the world. Farfetch opens a world of luxury for endless expressions of style, delivering a truly unique shopping experience and access to the most extensive selection of luxury on a global marketplace.

As part of our Commercial organization, the Private Client team is dedicated to providing elevated services and exceptional experiences for our premium customers. They go above and beyond, from arranging special styling appointments and sourcing bespoke pieces with brands, to fulfilling exclusive or exceptional requests, ensuring a truly unique shopping experience.

Our London office is located in Old Street, London's tech hub, and is home to a wide range of teams. Our open space is ideal for collaborative work and sharing ideas. We also have a large outdoor terrace, which is the perfect spot to have a team lunch or host events.

The Private Client Operations Specialist – EMEA plays a critical role in enabling the success of the Private Client business across the region. Acting as the operational backbone of the EMEA team, this role ensures that Private Client stylists and client teams are supported with the systems, processes, training, and operational frameworks required to deliver an exceptional client experience.

You will lead the onboarding and operational training of new team members, champion the adoption and optimisation of systems and tools, and serve as the key operational liaison between regional teams and global stakeholders. You will also manage operational escalations and identify opportunities to improve processes, helping drive operational excellence and continuous improvement across the Private Client function. This role combines operational excellence, training expertise, systems knowledge, and cross‐functional collaboration, ensuring the EMEA Private Client team operates with efficiency, consistency, and a client‐first mindset.

WHAT YOU'LL DO

• Operational Excellence
  • Partner with the Private Client Operations Manager to support the delivery of the Private Client Global Sales Operations strategy across the EMEA region.
  • Act as a key operational partner to regional Private Client teams, ensuring processes and tools enable a seamless client experience.
  • Identify operational inefficiencies and partner with global stakeholders to implement improvements that enhance service delivery and team productivity.
• Training & Onboarding
  • Lead the onboarding and induction programme for all new Private Client team members in EMEA, ensuring a structured and effective transition into the role.
  • Deliver systems and operational training, ensuring stylists are fully equipped to operate confidently across all tools and processes from day one.
  • Act as a trusted support resource for the wider team, reinforcing best practices and driving operational consistency.
• Systems & Process Champion
  • Serve as the regional ambassador for key Private Client systems, including CRM and operational platforms, promoting effective adoption and utilisation across the team.
  • Establish structured feedback loops with stylists and regional leaders to capture insights on system performance and opportunities for improvement.
  • Partner with Product, Technology, and Global Operations teams to translate regional feedback into actionable enhancements.
• Escalation Management
  • Act as the primary operational point of contact for clients and order‐related escalations within the EMEA Private Client business.
  • Coordinate with internal teams, including logistics, customer service, technology, and finance, to resolve issues quickly and effectively.
  • Ensure escalations are handled with discretion, speed, and a client‐first approach to safeguard the Private Client experience.
• Cross‐Functional Collaboration
  • Partner with Private Client Sales leaders, regional stakeholders, and global teams to support the execution of strategic initiatives, including, but not limited to, Style Suites, gifting initiatives, Fashion Week, and client experiences.
  • Contribute to key projects and initiatives that improve Private Client performance, operational efficiency, and client experience.
  • You will also contribute to various ad‐hoc Private Client projects, such as events, supporting the Sales team in driving sales growth.

WHO YOU ARE

• 3–5 years of experience in operations, luxury retail, client services, or e‐commerce, ideally within an international environment.
• Previous exposure to luxury fashion, Private Client / VIP servicing, or logistics and fulfilment is highly desirable.
• Proven ability to manage escalations and collaborate effectively across multiple teams and time zones.
• Highly organised and detail-oriented, with the ability to manage multiple priorities and deadlines.
• Proactive and analytical, capable of identifying process inefficiencies and proposing improvements.
• Tech‐savvy and comfortable with data tools, particularly Salesforce, Looker, CRM systems, and JIRA.
• A natural trainer and mentor with excellent presentation and facilitation skills.
• Exceptional attention to detail and ability to manage multiple priorities simultaneously.
• Strong communication and interpersonal skills, with cultural sensitivity for working across diverse markets.
• Excellent problem‐solving mindset by being proactive, resourceful, and solution-oriented.
• Able to work under pressure and adapt quickly in a fast‐paced, ever‐evolving luxury environment.
• A natural team player with a collaborative spirit and positive attitude.
• A good fashion sense is required, as the specialist will also contribute to daily content initiatives.
• Fluent in English.

REWARDS & BENEFITS

• Employee Pension Scheme
• Flexible Benefits Program
• Health Insurance & Critical Illness cover
• Flexible work environment - Hybrid Model (3 days a week from the office, 2 days from home)

EQUAL OPPORTUNITIES STATEMENT

Farfetch is an equal opportunities employer ensuring that all applicants are treated equally and fairly throughout our recruitment process. We are determined that no applicant experiences discrimination on the basis of sex, race, ethnicity, religion or belief, disability, age, gender identity, ancestry, sexual orientation, veteran status, marriage and civil partnership, pregnancy and maternity, or any other basis prohibited by applicable law.

You'll join a diverse, inclusive, and forward-thinking company that is redefining the future of luxury retail. In this role, you'll have the opportunity to contribute directly to the exceptional experiences that make FARFETCH Private Client truly world‐class. Every item you handle and every detail you oversee will help bring luxury to life for our most valued customers.