Customer Service & Digital Operations Executive

PENTLAND; Blackburn; Hybrid; GBP 34,000 - 52,000; Full time

Benefits offered by this job

Hybrid working

Discretionary bonus

Healthcare support

Product discounts

Sample sales

Generous holiday allowance

Job summary

Pentland Brands is seeking an analytically minded eCommerce professional to own trading insights and drive operational excellence across our owned channels. You will analyse customer service, operational and trading performance, manage stock movements and CMS content, and collaborate with Digital Product Managers to optimize promotions and pricing.

Hybrid working, discretionary bonus and generous holiday are among the benefits.

Qualifications

• Analytical, commercially minded with advanced Excel skills.
• Experience in customer service, digital commerce or retail operations.
• Strong governance and issue-resolution mindset.
• Experience with CMS and multiple digital/IT systems.
• Ability to work with stakeholders across levels and brands.

Responsibilities

• Analyse customer service, operational and trading performance to identify opportunities, improve the consumer experience and drive sales.
• Own Customer Service escalations across THG and Pentland Group, coordinating stakeholders and driving issues through to rapid resolution.
• Manage eCommerce stock availability and movements, working with Digital Product Managers and Central Planning and supporting SAP processes including STO and OBD.
• Drive onsite merchandising, searchandising, promotions and pricing activity to maximise product visibility, availability and sell-through.
• Act as CMS Super User, managing tickets and ensuring accurate, timely and compliant website content, campaign activations and seasonal launches.
• Partner cross-functionally to resolve digital commerce issues, maintain operational excellence and ensure eCommerce KPIs are consistently achieved.

Skills

Advanced Excel

Analytical mindset

Strong commercial acumen

Stakeholder management

CMS navigation

Tools

SAP

CMS

Job description

We're Pentland Brands: a global family business behind some of the world's most iconic active and lifestyle brands. We bring integrity, energy and ambition to our work, setting high standards and striving to deliver great outcomes without ego.

Shape the work behind some of the world's most loved sport, outdoor and lifestyle brands.

At Pentland Brands, every role helps move our brands forward. Whether you're supporting our people, improving our systems, growing our commercial performance, strengthening operations or shaping better ways of working, your impact reaches across a portfolio of iconic brands used by consumers around the world.

A fundamental role at the heart of the eCommerce function. This role ensures our owned eCommerce channels are operating to their full potential, providing the necessary insight through trading analysis whilst delivering operational excellence, following business process, handling customer service escalations, reacting to change and market conditions.

What you'll be doing:

• Analyse customer service, operational and trading performance to identify opportunities, improve the consumer experience and drive sales.
• Own Customer Service escalations across THG and Pentland Group, coordinating stakeholders and driving issues through to rapid resolution.
• Manage eCommerce stock availability and movements, working with Digital Product Managers and Central Planning and supporting SAP processes including STO and OBD.
• Drive onsite merchandising, searchandising, promotions and pricing activity to maximise product visibility, availability and sell-through.
• Act as CMS Super User, managing tickets and ensuring accurate, timely and compliant website content, campaign activations and seasonal launches.
• Partner cross-functionally to resolve digital commerce issues, maintain operational excellence and ensure eCommerce KPIs are consistently achieved.

What you'll bring:

• Strong commercial acumen with an analytical mindset and advanced Excel skills, able to identify opportunities to maximise sales and profitability.
• Exceptional attention to detail, with strong judgement and the ability to consider wider business impacts when making decisions.
• Previous experience in customer service, digital commerce or retail operations, with an understanding of how trading, distribution and customer service work together.
• Process-driven with a strong understanding of governance, controls and the importance of resolving issues quickly and effectively.
• Experience with Content Management Systems and confidence navigating multiple complex digital and IT systems.
• Strong communication and stakeholder management skills, with the confidence to work effectively with colleagues at all levels.
• Highly organised with excellent time management and prioritisation skills, able to manage multiple tasks and meet deadlines.
• Hands-on, self-motivated and adaptable, with the ability to triage digital commerce incidents, work across multiple brands and support wider teams when required.

Why Pentland Brands?

Pentland Brands is the name behind some of the world's best-known sport, outdoor and lifestyle brands, including Speedo, Berghaus, Canterbury, Endura, Ellesse, Kickers and Mitre.

We are a global family business with a clear purpose: pioneering brands that make life better. Across our teams, functions and locations, we work together to create products, experiences and partnerships that help people live more active, confident and positive lives.

Joining Pentland Brands means becoming part of a business where your work can have real reach, across multiple brands, markets, teams and disciplines. It is a place for people who want to contribute, collaborate, improve how things are done and help build the future of brands with heritage, ambition and global impact.

Perks & Benefits

• 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

You can find full details of our benefits and perks on our UK Benefits page.

The Interview Process

1. Talent Team Intro Call - A 30-minute video call with our Talent Team to get to know each other, talk through the role and your experience, and answer any questions you have.
2. Experience Interview - A more in-depth interview (usually online) with the hiring manager to explore your skills, experience and approach, and how these align with the role, our principles, and our ways of working.
3. Final Interview - A final in-person interview at our office, focused on deeper discussion and practical application, giving you the chance to meet more of the team and see Pentland Brands in action.