Regional Customer Operations Leader - EMEA & APAC

Pentland Brands Limited; Sunderland; Hybrid; GBP 55,000 - 75,000; Full time

Benefits offered by this job

Hybrid working

Flexible start and finish times

Generous holiday allowance

Product discounts

Sample sales

Healthcare support

Gym and fitness discounts

Cycle to work scheme

Job summary

Pentland Brands Limited is seeking a Customer Operations Manager to lead a team delivering best-in-class service for a regional customer portfolio. You will oversee day-to-day performance, OTIF metrics, and end-to-end order management to optimise delivery, stock, and customer satisfaction.

The role requires strong experience in customer operations, team leadership, and cross-functional collaboration with Planning, Logistics, Finance and Commercial teams.

Qualifications

• Strong experience within Customer Operations, Customer Service, Sales Operations or a closely related operational function.
• Proven experience managing and developing teams within a fast-paced operational environment.
• Strong understanding of end-to-end order management, including orderbook management, stock allocation, delivery management and customer requirements.

Responsibilities

• Lead the day-to-day performance of the Customer Operations team, creating clear priorities, maintaining high service standards and ensuring effective management of the customer orderbook.
• Own Customer OTIF performance for the relevant customer portfolio, proactively identifying risks, driving corrective actions and ensuring issues are escalated appropriately across the business.
• Drive effective orderbook management, including regular review of current and overdue orders, stock availability, allocation, delivery risks and opportunities to maximise sales and customer service.
• Build strong relationships with Commercial teams and customers, ensuring customer requirements are understood, communicated and translated into effective operational execution.
• Work cross-functionally with Planning, Logistics, Distribution Centres, Finance to resolve operational issues and ensure effective end-to-end delivery for customers.

Skills

Customer Operations

Team Leadership

Order Management

SAP / ERP

Stakeholder Management

Tools

CRM tools

Reporting systems

Job description

Pentland Brands Limited is seeking a Customer Operations Manager to lead a team delivering best-in-class service for a regional customer portfolio. You will oversee day-to-day performance, OTIF metrics, and end-to-end order management to optimise delivery, stock, and customer satisfaction.

The role requires strong experience in customer operations, team leadership, and cross-functional collaboration with Planning, Logistics, Finance and Commercial teams.