Customer Service Executive

1 month ago

Blackburn Lancashire, United Kingdom Pentland Brands Full time

Building a family of brands, for the world to love, generation after generation.

We are Pentland Brands, a global family business bringing some of the most loved active and footwear brands to millions of people around the world.

We own Speedo, Berghaus, Canterbury of New Zealand, Endura, Mitre, ellesse, Boxfresh and KangaROOS. We’re the UK licensee for Kickers in the UK and we also have a joint venture partnership for Lacoste footwear.

All our brands have their own unique identities and every one of them is powered by Pentland. Our employees are spread across Europe, Asia, the US and Canada and we’re always on the lookout for talented, enthusiastic people to help shape our future.

We celebrate differences and give everyone the freedom to innovate and develop, be it through creative working environments or learning opportunities. Our brands are there in the moments that matter - being there for more people, in more of those moments, drives everything we do.

At Pentland, we’re guided by four principles, we use these to make sure we’re not only doing a great job, but we’re doing it in the right way:

  • Success is a team game
  • With clarity and courage
  • Better as standard

The Role

A fundamental role at the heart of the eCommerce function. This role ensures our owned eCommerce channels are operating to their full potential providing the necessary insight through trading analysis whilst delivering operational excellence following business process, handling customer service escalations, reacting to change and market conditions.

What you’ll do

  • Provide relevant analysis of customer service and operational performance to ensure consumers are receiving the best possible brand experience.
  • Acts as the point person for Customer Service escalations from THG, and Pentland Group, nurturing and updating through to completion.
  • To understand core functionality of our products to provide accurate information to resolve product related enquiries maximising sale opportunities and reducing returns
  • Liaises with the Digital Product Managers and central planning to support in the movement of stock from Pentland to THG (engaging in SAP transactional processes, STO, OBD etc.)
  • In partnership with eCommerce executives drives onsite merchandising and searchandising to ensure maximum visibility of seasonal and core stock to drive sell through.
  • Manage the effective setup of promotions and offers, and assist with price changes e.g., new season or sale
  • Input into the mass load process ensure the timely delivery of seasonal launches and product propositions.
  • Super User for CMS platforms, managing tickets through to completion once logged and ensuring tasks are actioned or escalated as appropriate
  • A key liaison across the functions nurturing tickets to ensure rapid resolution of issues
  • Ensure the accurate updating of website content and campaign activations, including FAQs, policies, store finders etc.
  • Supports processes to ensure website content is always accurate and compliant.
  • Using reporting and analysis to identify trading opportunities and key future actions to support sales growth.
  • Maintaining stock levels and availability in line with eCommerce KPI’s

What you’ll bring

  • Commercial acumen and analytical mindset .
  • A very high attention to detail.
  • Able to consider impacts.
  • Focus on delivering a great experience and resolving incidents quickly.
  • Process driven and understands the importance of strong governance and control.
  • Content Management System experience.
  • Understanding of digital business setup e.g. trading, distribution, customer service and how these work together to deliver world class service.
  • Strong IT skills and able to multi-task and navigate across multiple complex systems.
  • Use of Microsoft packages including Word, Excel and PowerPoint.
  • Ability to triage and manage major digital commerce-driven incidents.
  • Flexibility to work across multiple brands and support other teams when needed.
  • Can demonstrate sound decision-making based on intuition and judgement.
  • Good communication and excellent team player, confident dealing with colleagues at all levels including management.
  • Effective time management, organisation and prioritisation skills.
  • Use of Microsoft packages including Word, Excel and PowerPoint
  • Highly analytical with strong (advanced) excel skills.
  • Commercially aware to maximise sales and profit opportunities.
  • Able to be hands-on and self-motivated and enthusiastic with the ability to meet deadlines.

What you’ll get in return

  • Competitive remuneration package.
  • Flexible working - 60/40 hybrid split.
  • 25 days holiday (plus the bank holidays).
  • Brand and retail perks.
  • The chance to join our Charity, D&I and Sustainability employee networks.
  • Friendly and open culture with flat structures allowing plenty of opportunity for development.
  • Open-minded company, welcoming thoughts, and ideas to be shared. Being part of a portfolio of brands, we have endless opportunities for you.
  • Variety of other perks once passed probation.

To find out more go to or follow @pentlandbrands on Twitter, LinkedIn, Instagram or Facebook.

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