Hybrid Ecommerce: Customer Experience & Digital Ops Lead

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

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.