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Farfetch

Posted 4 months ago

Open

Delivery Operations Analyst

PortoOn-siteFull-time

AI Summary

Analyst who investigates and resolves end-to-end delivery experience issues in Farfetch's operations, using data-driven methods to identify root causes and drive measurable improvements.

About this role

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.
OPERATIONS
The Operations team serves as the backbone of our marketplace, seamlessly managing the entire order journey. From creating online content and ensuring secure payments to order fulfillment and delivery, while providing comprehensive customer and partner care, this team is relentlessly focused on improving the customer experience every single day.
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
As part of the Supply & Logistics department, you will be responsible for structurally identifying, analysing, and solving end-to-end customer delivery experience issues. The focus is on root cause analysis, systemic problem solving, and driving actionable, measurable improvements across external providers and internal teams to eliminate recurring customer delivery failures.

WHAT YOU’LL DO

  • Own end-to-end visibility of the delivery journey, from order creation to final customer receipt, identifying where and why customer experience breaks down.
  • Apply a structural problem-solving mindset to delivery performance issues, moving beyond symptoms to uncover true root causes.
  • Deep-dive into operational, analytical, and performance data to fully understand what the problem is, where it occurs, and why it happens.
  • Translate complex analyses into clear conclusions, prioritized actions, and concrete mitigation plans.
  • Define, propose, and drive actionable improvement initiatives to prevent recurring delivery issues and improve customer experience.
  • Engage with carriers as a problem-solving partner, challenging and influencing them to design and implement solutions aligned with business needs.
  • Build strong, fact-based arguments using data and analysis to support decisions and influence stakeholders.
  • Review, interpret, and “read” analytical reports and investigations, extracting the key insights and implications.
  • Lead the implementation of corrective and preventive actions, ensuring execution discipline and accountability.
  • Define KPIs and monitoring mechanisms to track impact, validate effectiveness, and ensure sustainable improvements over time.
  • Continuously refine processes, tools, and governance to improve detection, diagnosis, and resolution of delivery experience issues.

    • WHO YOU ARE

  • 3+ years of experience in analytics, operations, logistics, or a similar data-driven role.
  • Proficient in SQL (BigQuery) and Excel/Google Sheets.
  • You are educated to degree level or have relevant work experience.
  • You will have experience in logistics and are familiar with international trade requirements.
  • Motivated and proud to provide excellent service for Farfetch clients and partners.
  • Focused on the quality of work delivered, you can manage a variable workload.
  • Interested in working in international e-commerce logistics and passionate about technology.
  • You work well as part of the team and are confident working with partners.
  • You have a structured problem solving approach.
  • You are fluent in English.

    • REWARDS & BENEFITS

  • Health insurance for the whole family, flexible working environment and well-being support and tools
  • Extra days off, sabbatical program and days for you to give back for the community
  • Training opportunities and free access to Udemy
  • Flexible benefits program

    • EQUAL OPPORTUNITIES STATEMENT

  • FARFETCH is committed to being an inclusive workplace where diversity in all its forms is celebrated. We make employment decisions without regard to race, religious creed, color, age, sex, sexual orientation, gender, gender identity, gender expression, national origin, ancestry, marital status, medical condition as defined by state law, physical or mental disability, military service or veteran status, pregnancy, childbirth and related medical conditions, genetic information or any other classification protected by applicable federal, state or local laws or ordinances. If you require special accommodation, please let us know.

    • SCAM DISCLAIMER

  • It has come to our attention that there may be fraudulent activities involving individuals or organizations falsely claiming to represent Farfetch in order to attract candidates to a SCAM. Please be aware that Farfetch does not conduct recruitment processes through messaging apps or any unofficial communication channels, other than our official careers website. Additionally, Farfetch will never ask candidates for any form of payment during the recruitment process.

    • Skills

    Data AnalysisDelivery/logistics AnalyticsExcel/Google SheetsKPIs DefinitionOperational AnalyticsPerformance MonitoringProblem SolvingRoot-cause AnalysisSQL (BigQuery)Stakeholder Influence

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