Customer Service & Digital Operations Executive

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.

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.

A fundamental role at the heart of the eCommerce function. This role ensures our owned eCommerce channels are operating to their full potential, providing the necessary insight through trading analysis whilst delivering operational excellence, following business process, handling customer service escalations, reacting to change and market conditions.

• Provides relevant analysis of customer service and operational performance to ensure consumers are receiving the best possible brand experience.

• Acts as the point person for Customer Service escalations from Third Party Customer Service, and Pentland Group, nurturing and updating through to completion.

• Acts as the point person for Customer Service for Pentland Owned brands through phone, live chat and email

• Provides 1st line technical support for our performance-tracking app and digital product, assisting with login, onboarding, connectivity, real-time data issues, and user experience troubleshooting.

• Supports customers in understanding app features such as live workout feedback, progress tracking, and device syncing to maximise product value and engagement.

• Conducts functional checks and replicates reported bugs where possible, working closely with relevant teams to streamline fixes and enhance usability.

• Understands core functionality of our products to provide accurate information to resolve product related enquiries maximising sale opportunities and reducing returns

• Liaises with the Digital Product Managers and central planning to support in the movement of stock from Pentland to Third Party (engaging in SAP transactional processes, STO, OBD etc.)

• In partnership with eCommerce executives drives onsite merchandising and searchandising to ensure maximum visibility of seasonal and core stock to drive sell through.

• Manages the effective setup of promotions and offers, and assist with price changes e.g., new season or sale

• Inputs into the mass load process ensure the timely delivery of seasonal launches and product propositions.

• Super User for CMS platforms, manages tickets through to completion once logged and ensures tasks are actioned or escalated as appropriate

• A key liaison across the functions nurturing tickets to ensure rapid resolution of issues

• Ensures the accurate updating of website content and campaign activations, including FAQs, policies, store finders etc.

• Supports processes to ensure website content is always accurate and compliant.

• Uses reporting and analysis to identify trading opportunities and key future actions to support sales growth.

• Maintains stock levels and availability in line with eCommerce KPI’s

• Commercial acumen and analytical mindset

• A very high attention to detail

• Able to consider impacts

• Focus on delivering a great experience and resolving incidents quickly

• Process driven and understands the importance of strong governance and control

• Content Management System experience

• Understanding of digital business setup e.g. trading, distribution, customer service and how these work together to deliver world class service

• Strong IT skills and able to multi-task and navigate across multiple complex systems

• Use of Microsoft packages including Word, Excel and Power Point

• Ability to triage and manage major digital commerce-driven incidents

• Flexibility to work across multiple brands and support other teams when needed

Pentland Brands is the name behind some of the world’s best-known sport, outdoor and lifestyle brands, including Speedo, Berghaus, Canterbury, Endura,…