Partner Success Manager, Dropship

Farfetch•US New York, NY

8d•Onsite

About The Position

You will lead the Partner Success function within the Dropship program, directly managing the Partner Success Associate and Partner Success Operations Specialist. As a player-coach, you will manage your own portfolio of dropship partner accounts while providing leadership, mentorship, and development to the team members who support the broader partner base. You will build deep relationships with boutiques, brands, and suppliers at all levels, to become a trusted advisor, ensuring that all operational and service activities are aligned with program strategy and that partner health and growth opportunities are maximized. You will report directly to the Head of Supply and work closely with the Partner Success & Business Development Manager and cross-functional teams to ensure our partners are engaged, performing, and set up for long-term success.

Requirements

3–5 years of experience in account management, customer success, or partner success with a proven track record of driving retention and account growth.
Experience managing or mentoring junior team members, with a desire to grow into a stronger people leader.
You are a player-coach at heart—equally comfortable managing your own book of business and guiding others to do the same.
You have a passion for creating partner value and the ability to lead process improvement and operational change.
You are an excellent relationship builder, actively listening to partner needs, inspiring stakeholders to a new point of view, and accommodating constructive feedback along the way.
You are a hands-on problem solver with the ability to take complex ideas and systems and make them simple for internal and external stakeholders through excellent communication.
You are successful at interacting with all levels of the organization and across a global cross-functional team with various viewpoints.
You have a growth mindset and the ability to weigh multiple risk factors when making recommendations for program improvement and account strategy.

Nice To Haves

Experience in the streetwear and sneaker market is preferred, with the ability to provide insight on high-value current and upcoming trends.

Responsibilities

Directly manage and develop the Partner Success Associate and Partner Success Operations Specialist; set priorities, provide coaching, and conduct regular performance check-ins to grow the team’s capabilities.
Operate as a player-coach—balance hands-on account management with team leadership, stepping in on escalations and modeling best practices for the group.
Provide guidance and mentorship to junior account managers on partner engagement tactics, issue resolution, and relationship development to elevate the overall quality of service across all accounts.
Champion the Dropship Partner Success framework, processes, and best practices that cultivate a partner-centric and high-performing program.
Develop and maintain the tools, dashboards, and reporting systems to track core partner success KPIs and health metrics as defined by the Partner Success & Business Development Manager, identifying areas for efficiencies and systems to leverage to reach group goals.
Develop and implement a robust partner service program, including a cadence of services, benefits, and touchpoints for existing partners to drive engagement and satisfaction.
Own the overall retention and growth strategy for the partner success group; set account-level targets and guide the team on tactics to achieve them.
Manage your own base of dropship partner accounts; serve as the primary point of contact for all account-related matters, striving to enhance each relationship through value-added services that drive retention, growth, and loyalty.
Seek, maintain, and update knowledge on each partner’s status, seasonal and future plans to assess full online potential and further growth opportunities.
Plan markdowns with partners and ensure adherence to promotional activities.
Conduct regular business reviews internally and externally with partners.
Ensure partners are online with the right stock quality and quantity in a timely manner.
Ensure excellent service and follow-up is given to partners, working with Tech, Production, Finance, and Operations to improve all service KPIs and ensure our needs are met.
Oversee the team’s coordination of catalog production flow, order management, and supplier communications to ensure consistency and alignment with program standards.
Champion partner engagement by developing relationships with partner decision-makers and managing partner health at every stage of the lifecycle.
Manage partner adoption and training of best practices to improve efficiency.
Constructively challenge partners to improve their operational processes; develop tailored success plans maximizing partner performance.
Anticipate business risks based on existing data and historical behaviors and implement corrective measures.
Collaborate with key stakeholders across the organization to improve and elevate the experience for suppliers and partners.