Senior Customer Operations Manager

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.

With over 1,500 team members worldwide, we’re proud of our diverse, inclusive culture where everyone is encouraged to speak up, challenge thinking, create breakthroughs and collaborate openly. Our people are what set us apart, and we’re committed to creating an environment where everyone can thrive.

VP Customer Operation

Sunderland or Nottingham

36.5 hours per week, Monday to Friday (4.30pm finish on a Friday)

The Senior Customer Operations Manager is responsible for the overall performance of a team of Customer Operations Executives who service a portfolio of accounts within the relevant channel, whilst ensuring that an optimal level of support is given to internal and external customers. This role will be responsible for leading the group, driving performance, and supporting team development.

Integral to the role is managing relationships with key stakeholders internally across our key functions and brands whilst externally supporting commercial with our trading partners, ensuring deliveries are made on time and in full, allowing us to maximise sales, margin and business opportunities.

• As part of the Customer Operations Management team, lead by example in driving best in class service for Pentland Brands and our customers.
• Full responsibility for the total portfolio of customers per channel in achieving their OTIF targets against SLAs, in line with their orderbook requirements.
• Implementation and management of multi brand consistency and standardisation in operational processes.
• Manage the team to deliver regular cross functional reviews of overdue and current order books. Work with both internal and external key stakeholders to ensure payment and delivery processes are managed effectively in line with Partner/Customer and Legal Compliance requirements.
• Ensure that all Partner/Customer communication is aligned and delivered effectively and consistently.
• Work cross functionally with key stakeholders across the business to develop an understanding of the Partner/Customer specific requirements driving best in class service.
• Regular visits and teams calls with Partners/Customers to review overall service performance and requirements.
• Ensure the team works consistently with regards to standard functional operating practices and to agreed timelines.
• Ensure all team members are trained in relevant systems, business process, policy, and procedures to deliver a high standard of service to Partners/Customers.
• The development and maintenance of a standardised suite of reporting across each channel for orderbook management.
• Drive and be an advocate for continuous improvement both within the Team and across the Business aligned to Pentland Brands Principles.
• Work closely with Commercial and Supply Chain teams and direct reports in meeting monthly IBP targets in support of annual growth targets within the set channel.
• Monitor performance of direct reports providing leadership, coaching and support as necessary to meet individual development plans and goals.
• Act as support for head of customer operations manager, when required (meeting cover, holiday cover etc).

• Leadership and people management skills and experience, including coaching, development and mentoring.
• Excellent communication skills with a range of stakeholders.
• Advanced Excel skills.
• Knowledge of export regulatory and compliance frameworks.
• Reporting and analytical skills.
• Experience in a customer focused role.
• Experience in administrative duties to raise cancellations, credits, debits, invoicing and orders.
• Stock management and orderbook management skills.
• Experience of interpreting large amounts of data and confident in reporting procedures.
• Team player.
• Ability to work to deadlines.
• Some understanding of industry, although not a necessity.

Alongside a competitive salary and discretionary bonus, we offer a…