Customer Operations Team Leader

7 November 2024
**Job ID**: 2111
Customer Operations
Fixed Term Contract - Full Time
Sunderland
We’re Pentland Brands; a dynamic, global family business, and proud owners and licensees of many iconic active and footwear brands. With a community of over 1,300 team members worldwide, we embrace diversity and inclusion, and champion growth and development. Our success is built on teamwork, courage, innovation, and an unwavering commitment to excellence.
WHAT DOES THIS ROLE DO?
As a Customer Operations Team Leader at Pentland Brands, you will lead a team of Customer Operations Executives, managing a portfolio of accounts and brands within your assigned channel. Your role is critical in ensuring that both internal stakeholders and customers receive optimal support. You’ll collaborate closely with the Customer Operations Manager to handle daily management tasks and support continuous improvement.

**Responsibilities**:
Lead and support a team of Customer Operations Executives, overseeing their development with regular PDRs and adherence to Pentland Principles.
Foster strong relationships with strategic partners in your portfolio to drive customer and commercial engagement.
Ensure seamless order placement and delivery, leveraging exception reports to manage and improve processes across your team.
Organise track and fulfil in-season order requests to meet customer needs.
Process cancellations, credits, debits, returns, and fulfil additional customer-specific requirements (VAS and DC).
Oversee the order lifecycle, addressing any issues promptly to maintain high levels of customer satisfaction.
Collaborate cross-functionally with the Asia merchandising and shipping teams to coordinate direct delivery export, if necessary.
WHAT DO I BRING TO THE ROLE?
You just might be our next superstar if you have the following skills and experience:
**Personal Development Reviews (PDR)**: Achieving quarterly and annual objectives.
**Customer OTIF (On Time In Full)**: Meeting delivery and accuracy targets.
**Internal SLAs and KPIs**: Meeting performance standards aligned with Pentland Brands and Customer Ops game plans.
**Customer Feedback**: Maintaining high levels of customer satisfaction and responsiveness.
We want you to live our company principles, bringing a strong consumer focus, while always looking for ways to improve and grow in your role. Take ownership of your work and be proactive in solving problems whilst communicating openly and treating everyone with respect and kindness. And, of course, let your creativity shine by bringing your unique style and individuality to the Pentland Brands Team.
Customer Operations Team Leader | Sunderland | Employment type: (Fixed Term Contract, Full Time)
WHAT’S IN IT FOR ME?
Competitive salary+ discretionary bonus
**25 Days Holiday**: Increases with length of service and the option to purchase additional days to suit your needs.
**Discounts**: Brand discounts (including friends and family and JD Sports), Sample Sales, and other retail discounts and perks.
**Family-Friendly Benefits**: Generous enhanced parental leave policies
**Health Perks**: Choose from a variety of health-related perks including medical cash plan, critical illness cover, life assurance, gym and fitness discounts, dental insurance, eye care, and health screening to maintain your wellbeing.
**Travel Perks**: Take advantage of our season ticket loan, cycle to work schemes, electric car schemes, and discounts on home charging units to support eco-friendly commuting.
**Flexible Working**: We offer hybrid working and flexible working hours, allowing you to start your day earlier or later to help with commute costs or personal commitments.
Chance to join our Charity, D&I and Sustainability employee networks.
As an equal opportunity employer, we’re committed to fostering diversity and creating an inclusive culture across our business, stores, and office environment.