Customer Operations Team Lead: Strategic Accounts & Growth

PENTLAND; Sunderland; Hybrid; GBP 42,000 - 54,000; Full time

Benefits offered by this job

Hybrid working

Discretionary bonus

Product discounts

Gym discounts

Cycle to work scheme

Electric car scheme

Healthcare support

Flexible start and finish times

Generous holiday allowance

Job summary

Pentland Brands in Sunderland, United Kingdom, is seeking a Customer Operations Team Leader to lead a team of Customer Operations Executives. You will ensure high service levels with strategic accounts and drive continuous improvement across order processing, delivery, and cross-functional collaboration.

The ideal candidate will have proven experience in a customer-facing or account management role within supply chain or commercial operations, strong stakeholder management, and a track record of

Qualifications

• Experience in a customer-facing or account management role, ideally within a supply chain or commercial operations.
• Strong communication skills and a customer-first mindset.
• Proven ability to coach and develop a high-performing team.

Responsibilities

• Lead, develop, and motivate a team of Customer Operations Executives, conducting regular PDRs.
• Act as a primary point of contact for strategic customer accounts, building trust and managing communications.
• Ensure smooth order placement and delivery, resolving issues through exception reports.
• Manage in-season order requests and prioritise fulfilment to meet commercial needs.
• Oversee order lifecycle processes including cancellations, returns, credits, debits, VAS, and DC requirements.
• Collaborate cross-functionally with merchandising and shipping teams to coordinate exports when needed.
• Contribute to commercial discussions by sharing insights from customer interactions to inform forecasting and service improvements.

Job description

Pentland Brands in Sunderland, United Kingdom, is seeking a Customer Operations Team Leader to lead a team of Customer Operations Executives. You will ensure high service levels with strategic accounts and drive continuous improvement across order processing, delivery, and cross-functional collaboration.

The ideal candidate will have proven experience in a customer-facing or account management role within supply chain or commercial operations, strong stakeholder management, and a track record of