Customer Operations Executive (FTC 6 months)

Pernod Ricard Winemakers (now Vinarchy); Greater London; On-site; GBP 45,000 - 65,000; Full time

Job summary

Pernod Ricard Winemakers (Vinarchy) is seeking a Customer Operations Executive to own the end-to-end Order to Cash process for a defined portfolio in Europe or the Americas. You will act as the operational link between customers and internal teams across commercial, planning, finance and logistics.

You will monitor performance using dashboards and reports, manage exceptions and risks, and lead structured reviews to drive timely actions and continuous service improvement.

Qualifications

• End-to-end Order to Cash ownership across a defined customer portfolio.
• Ability to connect customer, commercial, planning, finance and logistics inputs.
• Use dashboards and reports to monitor performance and risk.
• Strong collaboration with internal stakeholders to drive actions.

Responsibilities

• Manage end-to-end Order to Cash for defined portfolio across Europe or the Americas.
• Receive, validate and process orders via EDI, email, or portals.
• Monitor orders through shipment, ensuring visibility and timely delivery.
• Provide proactive updates on status, risks and changes to customers.
• Lead governance forums and reviews with cross-functional teams.
• Escalate issues and drive corrective actions to minimise impact.

Skills

OTC process

Stakeholder mgmt

Data dashboards

Risk assessment

Tools

JDE Oracle

EDI

RPA

Job description

About us

We are Pernod Ricard, a leading company in the global spirits industry with over 19,000 employees globally. We own 16 of the world’s top 100 Spirits Brands and hold one of the most prestigious and comprehensive brand portfolios in the industry with 240 premium brands available in over 160 countries, including: Absolut vodka, Ballantine’s, Chivas Regal, Royal Salute, and The Glenlivet Scotch whiskies, Jameson Irish whiskey, Martell cognac, Havana Club rum, Beefeater, Malfy and Monkey 47 gins, Malibu liqueur, Mumm and Perrier-Jouët champagnes.

Your new team:

Pernod Ricard Global Travel Retail (GTR) is one of the Group’s largest markets, bringing our world-renowned portfolio of premium spirits and Champagne to life across airports, cruise ships, border stores and other travel retail channels worldwide. As the global leader in premium

and prestige spirits in the channel, we create exceptional brand experiences that inspire millions of travellers every year.

Headquartered in London, GTR unites nearly 300 colleagues across Europe, the Americas, Asia Pacific, the Middle East and Africa. We are a diverse, collaborative and entrepreneurial team, driven by a shared ambition to put travellers at the heart of everything we do, connect

with impact and shape the future of the global travel retail industry. We believe in the power of travel to broaden perspectives, bring people together and create meaningful connections across cultures and borders.

Your unique contribution:

Customer Operations and Logistics are a key part of Integrated Operations and Supply Chain, enabling high customer service standards, operational excellence, cost optimisation and compliance across the Order to Cash process.

The Customer Operations Executive independently manages a defined portfolio of customers across Europe or the Americas. The role acts as the central operational link between customers and internal stakeholders including Commercial, Finance, Planning, Logistics, Marketing, Legal, Brand Companies, third-party logistics providers and other Pernod Ricard affiliates.

This is not solely an order-processing role. It requires end-to-end ownership, analytical judgement and timely operational decisions within agreed authority. The role holder connects information across functions, manages operational exceptions, assesses customer and business risk, and converts data and customer insight into clear actions and escalations.

Key purpose:

• Manage the end-to-end Order to Cash process and aftercare service for a defined customer portfolio, ensuring accuracy, timely execution and high service standards.
• Act as the operational link between customers and internal stakeholders, connecting customer, commercial, planning, finance and logistics inputs to support effective decisions and follow-through.
• Use dashboards, reports and operational data to monitor customer performance, forecast alignment, supply risk, distance to go and KPI trends, applying judgement to resolve issues within scope and elevate early where required.
• Lead the operational agenda for the assigned portfolio through structured customer reviews, exception management, root-cause analysis and action tracking.

Customer Portfolio & Order to Cash Management

• Manage the end-to-end Order to Cash process for a defined customer portfolio across Europe or the Americas.

• Receive, validate and process customer orders through EDI, email, JDE Oracle, RPA, customer portals or other agreed channels, ensuring timely and accurate order placement.
• Assess orders against forecast, stock availability, recovery plans, allocations, minimum order quantities, credit limits, pricing, route-to-market requirements, customer obligations and cost optimisation guidelines.
• Monitor orders through shipment and delivery, maintaining visibility of blocks, changes, documentation, promised dates and customer risks until closure.
• Maintain complete order history, customer records and administrative accuracy to support month-end closing, audit readiness and business continuity.
• Provide proactive, clear updates to customers on order status, risks, enquiries, changes and service issues.

Service Performance, KPIs & Risk Management

• Track and deliver agreed service targets, including CFR, OTIF, SLAs and administrative accuracy.
• Identify, assess and elevate risks affecting customer service, shipment execution, monthly value, supply availability or business performance.
• Conduct root-cause analysis on service failures, reason codes, admin errors and customer issues to support corrective actions.
• Maintain issue logs for customer, 3PL and operational escalations, ensuring follow-up with relevant stakeholders.
• Prepare supply risk escalations and customer supply review inputs for Sales & Operations Execution and monthly review forums.
• Own and coordinate operational exceptions affecting orders, supply, pricing, credit, transport, customs, documentation, quality or delivery, bringing together the correct stakeholders to minimise customer and business impact.
• Use operational dashboards, customer reports and internal tools to monitor customer-level performance, supply risk, forecast alignment, distance to go, CFR, OTIF and KPI trends.
• Make appropriate operational decisions within agreed authority and elevate early when the impact, complexity or decision falls outside scope.

Customer Governance and Performance Reviews

• Prepare and lead regular customer operational and supply review forums in collaboration with Commercial, Demand Planning and other relevant functions.
• Present service performance, customer ordering patterns, forecast alignment, supply constraints, recovery plans, logistics topics, opportunities, challenges and agreed actions.
• Translate review outcomes into clear owners, deadlines and follow-up, ensuring actions are progressed and closed.
• Use customer feedback, complaints and service data to identify recurring themes and propose practical improvements to the customer experience.
• Participate in co-planning, pre-demand review, S&OE and other relevant governance forums, representing the operational position of the assigned portfolio.

Forecast, Supply and Business Alignment

• Analyse