Customer Experience & Digital Operations Lead

Pentland Brands Limited; Blackburn; Hybrid; GBP 30,000 - 45,000; Full time

Benefits offered by this job

Competitive salary

Discretionary bonus

Hybrid working

Flexible start and finish times

Generous holiday allowance

Product discounts

Sample sales

Enhanced family-friendly policies

Healthcare support

Gym and fitness discounts

Cycle to work scheme

Electric car scheme

Job summary

Pentland Brands in the United Kingdom seeks an eCommerce operations role focused on trading analysis, customer service escalation management, and CMS-driven site support. You will handle phone, live chat, and email inquiries, provide first-line technical help for the performance-tracking app, and collaborate on stock movements and promotions across multiple brands.

You’ll work within a hybrid setup, supporting merchandising, content updates, and user experience improvements to maximise sales and

Qualifications

• Commercial acumen and analytical mindset.
• Very high attention to detail.
• Able to consider impacts.
• Focus on delivering a great experience and resolving incidents quickly.
• Process driven with strong governance and control.
• CMS experience.
• Understanding of digital business setup (trading, distribution, customer service).
• Strong IT skills; able to multi-task across complex systems.
• Proficiency with Word, Excel and PowerPoint.
• Ability to triage and manage major digital commerce incidents.
• Flexibility to work across multiple brands and support other teams.

Responsibilities

• 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

Skills

Commercial acumen

Analytical mindset

Attention to detail

Customer experience focus

Governance & control

CMS platforms

Digital business knowledge

IT skills

MS Office

Incident triage

Cross-brand flexibility

Tools

CMS platforms

Job description

Pentland Brands in the United Kingdom seeks an eCommerce operations role focused on trading analysis, customer service escalation management, and CMS-driven site support. You will handle phone, live chat, and email inquiries, provide first-line technical help for the performance-tracking app, and collaborate on stock movements and promotions across multiple brands.

You’ll work within a hybrid setup, supporting merchandising, content updates, and user experience improvements to maximise sales and