• Customer Operations Manager - International

    Location UK-Nottingham
    Job ID
    2018-3113
    Position Type
    Permanent Full-Time
    Category/Function
    Customer Operations
    Brand
    Pentland Brands
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    Pentland_Brands_Recruitment_Banner - icims

     

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

     

    Pentland is the name behind some of the world’s best sports, outdoor and fashion brands.

     

    We own Berghaus, Canterbury of New Zealand, Speedo, Boxfresh, Ellesse, KangaROOS, Mitre, Prostar and Red or Dead. We are also the global licensee for Lacoste Chaussures and Ted Baker footwear, the UK licensee for Kickers, and are shareholders in other companies such as Hunter, Butterfly Twists, Heidi Klein and Tracksmith.

     

    We’re a third-generation, family-owned business – and we retain strong family values. We care about people, and that’s what drives our day-to-day work. Last year the Great Place to Work® Institute recognised Pentland Brands the 11th Best Workplace in the UK and the 16th Best Workplace in Europe. Our global headquarters is in the UK and we employ 2,000 people across 20 countries around the world.

     

    We believe that doing business the right way, with respect for people and the environment, is essential for ensuring our long-term sustainability - generation after generation. The Pentland values are at the heart of what we do and how we interact with the world around us.

     

    For further information, please visit www.pentland.com.

     

    Key Purpose of Job:

     

    Lead and have responsibility for the overall performance of a team of Customer representatives 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 driving performance and supporting team development.  They will also manage relationships with our trading partners and to ensure deliveries are made on time and in full, allowing us to maximise sales and business opportunities.

     

    Responsibilities

    • Full responsibility of the total portfolio of customers per channel – in achieving their OTIFs 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 book. Work with both Internal and External Key Stakeholders to ensure payment and delivery processes are managed effectively in line with Partners/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
    • Regular visits / meetings with Partners / Customers to review overall service performance and requirements
    • Ensure the team work consistently with regards to standard functional operating practices and to agreed timelines
    • Ensure all Team members are trained on relevant systems, business process, policy and procedures in order 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
    • Monitor performance of direct reports providing leadership, coaching and support as necessary to meet individual development plans and goals
    • Involvement in sales launches and trade shows

    Key stakeholders

    • Commercial, Finance, Supply Chain, PDS, Product Assurance and third party service suppliers

     

     

                             What you need to have

    • Leadership and People Management skills and experience, including Coaching, development and mentoring
    • A confident communicator
    • Excellent communicator skills with a range of stakeholders 
    • High level Excel usage
    • In need, knowledge of export regulatory and compliance frameworks
    • Attention to detail
    • 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
    • Experience in utilizing IT systems

                        What we need to see in you

    • Decisive
    • Team player
    • A problem solver
    • Flexible
    • Confident
    • Understands value-add and can apply knowledge

     

    Measures of success

    • Customer OTIF
    • Channel KPIs and SLAs
    • Personal objectives

     

     This overview gives you a feel for what you’ll be doing day to day but it’s not an A to Z.

     

     www.pentland.com                                     https://careers-pentland.icims.com/                                    

     

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