Customer Operations Manager; EMEA)

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.

The Customer Operations Manager is responsible for leading a team delivering best-in‑class service to a portfolio of customers across the region.

The role has responsibility for the day‑to‑day performance of the Customer Operations team, ensuring customer orders are managed effectively from order placement through to delivery, with a strong focus on Customer OTIF, orderbook conversion, overdue orderbook, customer satisfaction and operational excellence.

The Customer Operations Manager will work closely with Commercial, Planning, Finance, Logistics, Distribution Centres and other Supply Chain teams to identify and resolve issues that may impact customer service, sales, margin or inventory.

The role is responsible for building a high‑performing and customer‑focused team, ensuring consistent execution of agreed processes and standards, developing capability and using data and insight to improve performance.

• Lead the day-to-day performance of the Customer Operations team, creating clear priorities, maintaining high service standards and ensuring effective management of the customer orderbook.
• Own Customer OTIF performance for the relevant customer portfolio, proactively identifying risks, driving corrective actions and ensuring issues are escalated appropriately across the business.
• Drive effective orderbook management, including regular review of current and overdue orders, stock availability, allocation, delivery risks and opportunities to maximise sales and customer service.
• Build strong relationships with Commercial teams and customers, ensuring customer requirements are understood, communicated and translated into effective operational execution.
• Work cross-functionally with Planning, Logistics, Distribution Centres, Finance to resolve operational issues and ensure effective end-to-end delivery for customers.
• Ensure consistent execution of agreed Customer Operations processes, policies and standards, working closely with the Business Process Owner and Customer Operations Development Manager where process, system or capability changes are required.
• Lead, coach and develop the Customer Operations team, setting clear objectives, providing regular feedback and creating individual development plans that improve both capability and performance.
• Use data and operational insight to drive performance improvement, identifying trends, root causes and opportunities to improve Customer OTIF, productivity, orderbook health and customer experience.
• Champion continuous improvement within Customer Operations, encouraging the team to challenge inefficient ways of working and supporting the adoption of new tools, systems, automation and ways of working.
• Contribute to the Customer Operations functional game plan, working with the Head of Customer Operations and wider management team to deliver regional priorities and build a more consistent, scalable and customer-focused operation across EMEA & APAC.

• Strong experience within Customer Operations, Customer Service, Sales Operations or a closely related operational function.
• Proven experience…