Customer Operations Lead — Hybrid & OTIF Excellence

PENTLAND; Sunderland; Hybrid; GBP 55,000 - 75,000; Full time

Benefits offered by this job

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 is seeking a Customer Operations Manager to lead a high-performing team delivering best-in-class service across a regional customer portfolio. You will own day-to-day orderbook management, OTIF outcomes and cross-functional coordination with Planning, Logistics and Finance.

You will build capability, use data to drive improvements, and shape processes to deliver exceptional customer experience across the EMEA & APAC region.

Qualifications

• Experience in Customer Operations or Sales Operations.
• Experience leading and developing teams in a fast-paced environment.
• Strong analytical capability with the ability to interpret large data sets.

Responsibilities

• Lead the day-to-day performance of the Customer Operations team and manage the customer orderbook.
• Own OTIF performance for the customer portfolio and escalate issues as needed.
• Drive regular review of orders, stock allocation, delivery risks and opportunities to maximise sales.
• Build relationships with Commercial teams and customers to translate requirements into operational execution.
• Collaborate with Planning, Logistics, Finance to resolve issues and ensure end-to-end delivery.

Skills

Customer Operations

Team coaching

Stakeholder management

End-to-end order management

Data analysis

Cross-functional collaboration

Communication

SAP

CRM platforms

Reporting systems

Tools

SAP

CRM systems

Reporting tools

Job description

Pentland Brands is seeking a Customer Operations Manager to lead a high-performing team delivering best-in-class service across a regional customer portfolio. You will own day-to-day orderbook management, OTIF outcomes and cross-functional coordination with Planning, Logistics and Finance.

You will build capability, use data to drive improvements, and shape processes to deliver exceptional customer experience across the EMEA & APAC region.