Customer Operations Lead - OTIF & Service Excellence

Pentland Brands Limited

Sunderland

Hybrid

GBP 50,000 - 70,000

Full time

2 days ago

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Benefits offered by this job

Hybrid working

Generous holiday allowance

Product discounts

Sample sales

Family-friendly policies

Healthcare support

Gym discounts

Cycle to work

Job summary

Pentland Brands is seeking a Customer Operations Manager to lead a regional team responsible for delivering best-in-class service across a portfolio of customers. You will own day-to-day operations, OTIF performance, and end-to-end order management from order placement to delivery.

You will collaborate with Commercial, Planning, Finance and Logistics to resolve issues impacting service, sales, margin or inventory.

Qualifications

Experience in Customer Operations or Sales Support.
Proven ability to lead fast-paced teams.
Strong understanding of end-to-end order management.

Responsibilities

Lead day-to-day performance of the Customer Operations team with clear priorities.
Own OTIF performance for the customer portfolio and drive corrective actions.
Drive effective orderbook management including stock allocation and delivery risks.
Build strong relationships with Commercial teams and customers.
Collaborate with Planning, Logistics, Finance to resolve issues end-to-end.
Ensure consistent execution of Customer Operations processes and standards.
Coach and develop the Customer Operations team with developmental plans.
Use data to identify trends and drive continuous improvement.