Original listing text, shown exactly as published by the company.
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.
