Regional Customer Operations Lead — OTIF & Orderbook Excellence

Pentland Brands Limited; Sunderland; Hybrid; GBP 60,000 - 90,000; Full time

Benefits offered by this job

Discretionary bonus

Hybrid working

Flexible start times

Generous holiday allowance

Product discounts

Sample sales

Family-friendly policies

Healthcare support

Gym discounts

Cycle to work

Electric car scheme

Job summary

Pentland Brands is seeking a Customer Operations Manager to lead a regional team delivering best-in-class service to a portfolio of customers across the region. You will own day-to-day performance, ensuring orders flow efficiently from placement to delivery and OTIF targets are met.

You'll partner with Commercial, Planning, Finance and Logistics to resolve issues, develop capability, and drive continuous improvement using data and insight to improve customer experience and operational excellence

Qualifications

• Experience in customer operations roles.
• Proven ability to manage teams in fast-paced environments.
• Strong analytical and communication skills.

Responsibilities

• Lead day-to-day performance of the Customer Operations team, setting priorities and ensuring high service levels.
• Own OTIF performance for the customer portfolio and drive corrective actions.
• Drive effective orderbook management and stock allocation to maximise sales and service.
• Build relationships with Commercial teams and customers to translate requirements into operative execution.
• Collaborate cross-functionally to resolve end-to-end delivery issues and improve processes.
• Coach and develop the Customer Operations team with clear objectives and development plans.

Skills

Customer Operations

Customer Service

Sales Operations

Stakeholder management

Analytical skills

Communication

Tools

SAP

CRM platforms

Reporting systems

Job description

Pentland Brands is seeking a Customer Operations Manager to lead a regional team delivering best-in-class service to a portfolio of customers across the region. You will own day-to-day performance, ensuring orders flow efficiently from placement to delivery and OTIF targets are met.

You'll partner with Commercial, Planning, Finance and Logistics to resolve issues, develop capability, and drive continuous improvement using data and insight to improve customer experience and operational excellence