Customer Operations Executive

About Pernod Ricard

Pernod Ricard is a world leader in premium spirit and champagnes. Our iconic brands are enjoyed in over 160 countries across the globe. We are a company with a soul, rooted in heritage, guided by family values, and committed to growing our brands responsibly.

About Global Travel Retail

Pernod Ricard’s Global Travel Retail (GTR) division is one of the Group’s largest markets, bringing our world‑renowned brands to life across airports, border shops, cruise ships and other travel channels worldwide.

Customer Operations and Logistics are a key part of Integrated Operations and Supply Chain, responsible for enabling high customer service standards, operational excellence, cost optimisation and compliance across the Order to Cash process.

About the role

The Customer Operations Executive manages a defined portfolio of customers across the EMEA or Americas region, acting as the central operational link between customers and internal stakeholders including Commercial, Finance, Planning, Logistics, Marketing, Legal, Brand Companies, 3PLs and other Pernod Ricard affiliates. The role requires ownership, analytical judgement and the ability to make appropriate operational decisions within agreed authority.

What's involved?

• Manage the end-to-end Order to Cash process and aftercare service for a defined customer portfolio, ensuring high service standards, accuracy and timely execution.
• Act as the operational link between customers and internal stakeholders, connecting customer, commercial, planning, finance and logistics inputs to support effective decisions and follow-up.
• Use operational dashboards and data sources to monitor customer-level performance, supply risk, forecast alignment, distance to go and KPI trends, applying analytical judgement to propose solutions, resolve issues within scope and escalate where required.

Your responsibilities will include:

• Customer Portfolio & Order to Cash Management
• Manage the end-to-end Order to Cash process for a defined customer portfolio across EMEA or the Americas.
• Receive, validate and process customer orders via EDI, email, JDE Oracle and RPA, ensuring timely and accurate order placement.
• Assess orders against forecast, stock availability, allocations, MOQs, credit limits, pricing, route-to-market requirements and cost optimisation guidelines.
• Maintain full order history, customer records and administrative accuracy to support smooth month-end closing and audit readiness.
• Provide proactive updates to customers on order status, enquiries and service issues.

Service Performance, KPIs & Risk Management

• Track and deliver agreed service targets, including CFR, OTIF, SLAs and administrative accuracy.
• Identify, assess and elevate risks affecting customer service, shipment execution, monthly value, supply availability or business performance.
• Conduct root‑cause analysis on service failures, reason codes, admin errors and customer issues to support corrective actions.
• Maintain issue logs for customer, 3PL and operational escalations, ensuring follow‑up with relevant stakeholders.
• Prepare supply risk escalations and customer supply review inputs for Sales & Operations Execution and monthly review forums.
• Use operational dashboards, customer reports and internal tools to monitor customer‑level performance, supply risk, forecast alignment, distance to go, CFR, OTIF and KPI trends.

Customer, Stakeholder & Cross‑Functional Coordination

• Act as the operational link between customers, Commercial, Finance, Planning, Logistics, Marketing, Legal, Brand Companies, 3PLs and affiliates.
• Participate in customer, co‑planning and pre‑demand review meetings, translating actions into clear follow‑up and execution.
• Support Commercial teams with customer account queries, supply updates, promotional stocks, allocations and activity calendar requirements.
• Collaborate with Planning and Commercial to manage product availability, novelties, promotional stocks and allocated items.
• Prepare and present monthly customer performance and supply review meetings in collaboration with Demand Planning and Commercial, covering service performance, forecast alignment, supply risks, opportunities, challenges and agreed actions.

Finance, Pricing & Credit Control Support

• Compare pricing between customer purchase orders and JDE Oracle, escalating anomalies promptly.
• Support Finance in customer account reconciliation, non‑payment investigation, proof of delivery requests and credit note issuance.
• Manage payment terms, statement of accounts and credit‑related follow‑up in collaboration with Finance and Commercial.
• Process supplier invoices related to sales order distribution within agreed timelines.
• Secure confidential pricing and depletion information.

Export, Compliance & Documentation

• Apply export procedure principles, ensuring shipments meet customer route‑to‑market, regulatory and documentation requirements.
• Support the management of EADs, customs documentation, certificates and other required shipment documents.
• Understand operational requirements linked to Incoterms, documentation retention, shipment risks and customer obligations.
• Maintain awareness of UK, EU and US regulatory requirements, including SEED checks, EMCS entries, ARC numbers, ISF and other relevant documentation.
• Raise and support resolution of quality, dispatch and customer complaints through the appropriate systems.

Master Data, Systems & Process Improvement

• Maintain accurate customer master data, item cross‑references, EDI setup and customer portfolio information in relevant systems.
• Work with TECH where required to resolve system or master data‑related issues.
• Support Marketing with customer product listings, activations, VAPs and POSM shipments.
• Support project implementation, automation opportunities and process improvements within the customer operations environment.
• Provide reports to management as required and support ad‑hoc duties in line with business needs.

Who you'll be working with

• Customers and third‑party logistics providers: coordinate order and delivery queries, resolve service issues, and support timely execution of customer requirements.
• Logistics and Quality teams: manage in‑transit issues, delivery discrepancies, ad‑hoc collections or deliveries, cost optimisation, quality complaints, and approval of sales‑related distribution costs.
• Supply and Demand Planning: align forecasts, allocations, supply availability and demand versus availability risks in line with departmental SOPs and customer priorities.
• Commercial teams: provide customer account updates, supply risk visibility, activity calendar support, promotional stock coordination and status updates on outstanding queries.
• Finance teams: support credit limit monitoring, payment terms, account reconciliation, documentation requirements, month‑end activities and audit readiness.
• Marketing teams: support customer listings, activations, VAPs, POSM shipments and other customer‑related marketing requirements.
• Legal, Compliance, Brand Companies and internal affiliates: support documentation, volume tracking for Direct Shipment orders, regulatory requirements, brand company coordination and issue resolution where required.

About you

• Experience in Customer Operations, Supply Chain, Logistics or similar roles.
• Strong analytical skills, with the ability to work with data, reports and KPIs (e.g. OTIF, order accuracy, forecast alignment).
• Confident using Excel and Microsoft Office tools.
• Strong stakeholder management skills, working across internal teams and external partners.
• Good understanding of order management, customer service and supply processes.
• Highly organised, with strong attention to detail and ability to manage priorities in a fast‑paced environment.
• Experience with ERP systems (e.g. SAP, JDE), EDI or reporting tools.
• Background in FMCG, Retail or customer‑focused environments.
• Experience in continuous improvement, performance reviews or root cause analysis.
• Knowledge of international logistics or export processes.
• Additional European language skills.

Our mix of benefits

For your health, we offer private medical insurance, critical illness cover, a health cash plan and dental insurance. Our lifestyle benefits include your employee pension, share incentive plan, family care, seasons ticket loans, gadget insurance, free mortgage advice, payroll giving and more! You can access lots of gifts & discounts, including £444 each year to spend on our brands in our staff shop, gifts on your marriage and birth of a child and employee discounts from a range of high street retailers. We take our conviviality seriously: we have weekly events in our very own office bar, regular sports classes and a variety of tools and resources to help you focus on your wellbeing.

Conviviality: the Pernod Ricard Way

We have our own way of doing things. We call it conviviality! It’s our way of being, and something unique you feel and experience when working for Pernod Ricard. We’re committed to conviviality, and with this, you’ll be Proud to Belong to our Pernod Ricard family. You’ll be Empowered to Perform, supported to succeed, and acknowledged for the value you bring.

We’re committed to diversity and inclusion. People are at the heart of everything we do at Pernod Ricard and are the foundation of our collective spirit as ‘Créateurs de Convivialité’. We promote diversity and inclusion throughout our business and supply chain. In our teams, we proactively foster a diverse workforce and an inclusive culture – an environment where we can truly be ourselves. We will assess your application for this role based on your skills, experiences and achievements, not your gender, age, ethnic or educational background or any other such factors. Please feel free to leave these off your CV and application form if you so wish. Similarly, if you would like to discuss opportunities for flexible working or require accommodations or support to complete our application process, please let us know.