Senior Customer Operations Manager in Sunderland

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. With over 1,500 team members worldwide, we’re proud of our diverse, inclusive culture where everyone is encouraged to speak up, challenge thinking, create breakthroughs and collaborate openly. Our people are what set us apart, and we’re committed to creating an environment where everyone can thrive.

Reports to: VP Customer Operation

Location: Sunderland or Nottingham

Hours: 36.5 hours per week, Monday to Friday (4.30pm finish on a Friday)

The Senior Customer Operations Manager is responsible for the overall performance of a team of Customer Operations Executives who service a portfolio of accounts within the relevant channel, whilst ensuring that an optimal level of support is given to internal and external customers. This role will be responsible for leading the group, driving performance, and supporting team development.

Integral to the role is managing relationships with key stakeholders internally across our key functions and brands whilst externally supporting commercial with our trading partners, ensuring deliveries are made on time and in full, allowing us to maximise sales, margin and business opportunities.

How you’ll drive success:

• As part of the Customer Operations Management team, lead by example in driving best in class service for Pentland Brands and our customers.
• Full responsibility for the total portfolio of customers per channel in achieving their OTIF targets against SLAs, in line with their orderbook requirements.
• Implementation and management of multi brand consistency and standardisation in operational processes.
• Manage the team to deliver regular cross functional reviews of overdue and current order books.
• Work with both internal and external key stakeholders to ensure payment and delivery processes are managed effectively in line with Partner/Customer and Legal Compliance requirements.
• Ensure that all Partner/Customer communication is aligned and delivered effectively and consistently.
• Work cross functionally with key stakeholders across the business to develop an understanding of the Partner/Customer specific requirements driving best in class service.
• Regular visits and teams calls with Partners/Customers to review overall service performance and requirements.
• Ensure the team works consistently with regards to standard functional operating practices and to agreed timelines.
• Ensure all team members are trained in relevant systems, business process, policy, and procedures to deliver a high standard of service to Partners/Customers.
• The development and maintenance of a standardised suite of reporting across each channel for orderbook management.
• Drive and be an advocate for continuous improvement both within the Team and across the Business aligned to Pentland Brands Principles.
• Work closely with Commercial and Supply Chain teams and direct reports in meeting monthly IBP targets in support of annual growth targets within the set channel.
• Monitor performance of direct reports providing leadership, coaching and support as necessary to meet individual development plans and goals.
• Act as support for head of customer operations manager, when required (meeting cover, holiday cover etc).

What you’ll need to thrive:

• Leadership and people management skills and experience, including coaching, development and mentoring.
• Excellent communication skills with a range of stakeholders.
• Advanced Excel skills.
• Knowledge of export regulatory and compliance frameworks.
• Reporting and analytical skills.
• Experience in a customer focused role.
• Experience in administrative duties to raise cancellations, credits, debits, invoicing and orders.
• Stock management and orderbook management skills.
• Experience of interpreting large amounts of data and confident in reporting procedures.
• Team player.
• Ability to work to deadlines.
• Some understanding of industry, although not a necessity.

Alongside a competitive salary and discretionary bonus, we offer a comprehensive benefits package designed to support your wellbeing, flexibility, and life outside work. This includes generous holiday allowance with the option to buy more, hybrid and flexible working, enhanced family leave, pension and financial protection, wellbeing support, travel schemes, and generous discounts across Pentland Brands and selected retail partners. 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:

• 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.
• 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.
• 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.