We’re Pentland Brands

A global family business behind some of the world’s most iconic active and lifestyle brands. We bring integrity, energy, and ambition to our work, setting high standards and striving to deliver great outcomes without ego.

Shape the work behind some of the world’s most loved sport, outdoor, and lifestyle brands.

At Pentland Brands, every role helps move our brands forward. Whether you’re supporting our people, improving our systems, growing our commercial performance, strengthening operations, or shaping better ways of working, your impact reaches across a portfolio of iconic brands used by consumers around the world.

Role Overview

This role is responsible for managing a team of Customer Operations Executives to service a portfolio of accounts and brand(s) within the relevant channel whilst ensuring that an optimal level of support is given to internal stakeholders and our customers. This role will also provide support to the Customer Operations Manager in managing daily team management duties where required.

What you’ll be doing:

• As part of the Customer Operations Team lead community, lead by example in driving best-in-class service for Pentland Brands and our customers.
• Own, lead, and represent your area within the Team lead community.
• Customer & Commercial engagement, working closely with our most Strategic International Partners in your portfolio.
• Lead by example & manage a team of Customer Operations Executives and provide cover for a portfolio of customer accounts with responsibility for order placement, orderbook management, stock allocation, logistics and distribution, VAS requirements, reporting, and customer communications.
• Order placement and delivery against customer orderbook, using and promoting exception report across your team and channels.
• Organising, tracking, and satisfying in-season order requests.
• Stock allocation and logistics.
• Responsibility for reporting and customer communications.
• Process cancellations, credits, debits, returns of non-faulty goods, VAS, and DC requirements.
• Responsibility for export documentation and compliance for global logistics.
• Order management and administration of business processes related to orders for goods or services.
• Managing the key activities and actions involved in processing an order to the satisfaction of the customer.
• Provide constantly updated sales and order book information, a record of customer returns, debits and credits, and general and order processing activity.
• Making and communicating the necessary changes made to the customer’s order book in line with the business and customers’ requirements.
• Identify potential problems and solutions required to manage Customer OTIF.
• Working cross-functionally with the Asia merchandising and shipping team to manage the aspect of delivering direct delivery export to market if required.
• Understanding of export and internal direct delivery processes.
• Produce regular data analysis on order book and Supply Chain using internal and external sources.
• Ability to interrogate and source information from SAP.
• A key stakeholder in driving Salesforce and Pentland Connect alignment across the teams.
• Constant review of COPS Annual Game Plan and work streams supporting this.
• Team PDR & Pentland Principles alignment towards your individual team members personal development.