Customer Service & Digital Operations Executive

Pentland Brands Limited; Blackburn; Hybrid; GBP 30,000 - 45,000; Full time

Benefits offered by this job

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

Job summary

Pentland Brands in the United Kingdom seeks an eCommerce operations role focused on trading analysis, customer service escalation management, and CMS-driven site support. You will handle phone, live chat, and email inquiries, provide first-line technical help for the performance-tracking app, and collaborate on stock movements and promotions across multiple brands.

You’ll work within a hybrid setup, supporting merchandising, content updates, and user experience improvements to maximise sales and

Qualifications

• Commercial acumen and analytical mindset.
• Very high attention to detail.
• Able to consider impacts.
• Focus on delivering a great experience and resolving incidents quickly.
• Process driven with strong governance and control.
• CMS experience.
• Understanding of digital business setup (trading, distribution, customer service).
• Strong IT skills; able to multi-task across complex systems.
• Proficiency with Word, Excel and PowerPoint.
• Ability to triage and manage major digital commerce incidents.
• Flexibility to work across multiple brands and support other teams.

Responsibilities

• Provides relevant analysis of customer service and operational performance to ensure consumers are receiving the best possible brand experience.
• Acts as the point person for Customer Service escalations from Third Party Customer Service, and Pentland Group, nurturing and updating through to completion.
• Acts as the point person for Customer Service for Pentland Owned brands through phone, live chat and email.
• Provides 1st line technical support for our performance-tracking app and digital product, assisting with login, onboarding, connectivity, real-time data issues, and user experience troubleshooting.
• Supports customers in understanding app features such as live workout feedback, progress tracking, and device syncing to maximise product value and engagement.
• Conducts functional checks and replicates reported bugs where possible, working closely with relevant teams to streamline fixes and enhance usability.
• Understands core functionality of our products to provide accurate information to resolve product related enquiries maximising sale opportunities and reducing returns
• Liaises with the Digital Product Managers and central planning to support in the movement of stock from Pentland to Third Party (engaging in SAP transactional processes, STO, OBD etc.)
• In partnership with eCommerce executives drives onsite merchandising and searchandising to ensure maximum visibility of seasonal and core stock to drive sell through.
• Manages the effective setup of promotions and offers, and assist with price changes e.g., new season or sale
• Inputs into the mass load process ensure the timely delivery of seasonal launches and product propositions.
• Super User for CMS platforms, manages tickets through to completion once logged and ensures tasks are actioned or escalated as appropriate
• A key liaison across the functions nurturing tickets to ensure rapid resolution of issues
• Ensures the accurate updating of website content and campaign activations, including FAQs, policies, store finders etc.
• Supports processes to ensure website content is always accurate and compliant.
• Uses reporting and analysis to identify trading opportunities and key future actions to support sales growth.
• Maintains stock levels and availability in line with eCommerce KPI’s

Skills

Commercial acumen

Analytical mindset

Attention to detail

Customer experience focus

Governance & control

CMS platforms

Digital business knowledge

IT skills

MS Office

Incident triage

Cross-brand flexibility

Tools

CMS platforms

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:

• Provides relevant analysis of customer service and operational performance to ensure consumers are receiving the best possible brand experience.
• Acts as the point person for Customer Service escalations from Third Party Customer Service, and Pentland Group, nurturing and updating through to completion.
• Acts as the point person for Customer Service for Pentland Owned brands through phone, live chat and email
• Provides 1st line technical support for our performance-tracking app and digital product, assisting with login, onboarding, connectivity, real-time data issues, and user experience troubleshooting.
• Supports customers in understanding app features such as live workout feedback, progress tracking, and device syncing to maximise product value and engagement.
• Conducts functional checks and replicates reported bugs where possible, working closely with relevant teams to streamline fixes and enhance usability.
• Understands core functionality of our products to provide accurate information to resolve product related enquiries maximising sale opportunities and reducing returns
• Liaises with the Digital Product Managers and central planning to support in the movement of stock from Pentland to Third Party (engaging in SAP transactional processes, STO, OBD etc.)
• In partnership with eCommerce executives drives onsite merchandising and searchandising to ensure maximum visibility of seasonal and core stock to drive sell through.
• Manages the effective setup of promotions and offers, and assist with price changes e.g., new season or sale
• Inputs into the mass load process ensure the timely delivery of seasonal launches and product propositions.
• Super User for CMS platforms, manages tickets through to completion once logged and ensures tasks are actioned or escalated as appropriate
• A key liaison across the functions nurturing tickets to ensure rapid resolution of issues
• Ensures the accurate updating of website content and campaign activations, including FAQs, policies, store finders etc.
• Supports processes to ensure website content is always accurate and compliant.
• Uses reporting and analysis to identify trading opportunities and key future actions to support sales growth.
• Maintains stock levels and availability in line with eCommerce KPI’s

What you’ll bring:

• Commercial acumen and analytical mindset
• A very high attention to detail
• Able to consider impacts
• Focus on delivering a great experience and resolving incidents quickly
• Process driven and understands the importance of strong governance and control
• Content Management System experience
• Understanding of digital business setup e.g. trading, distribution, customer service and how these work together to deliver world class service
• Strong IT skills and able to multi-task and navigate across multiple complex systems
• Use of Microsoft packages including Word, Excel and PowerPoint
• Ability to triage and manage major digital commerce-driven incidents
• Flexibility to work across multiple brands and support other teams when needed

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

We want our interview process to feel clear, straightforward, and supportive. If your experience and expectations look like a strong match for the role, here’s what you can expect next:

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.