Customer Service & Digital Operations Executive

X2 Positions Open

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’S THE MISSION FOR THIS ROLE?

A fundamental role at the heart of the eCommerce function. This role ensures our owned eCommerce channels are operating to their full potential by providing insight through trading analysis and delivering operational excellence. Responsibilities include handling customer service enquiries and escalations—including first-line technical support for our app and digital platform—responding to emerging user issues and adapting to change and market conditions in real time. This role will be key in supporting the successful rollout of our new tech-integrated product, ensuring seamless customer experiences across both physical and digital touchpoints.

WHAT DOES THIS ROLE DO?

As our Customer Service & Digital Operations Executive you will be responsible for:

• Provides 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 for Pentland owned brands, escalations from Third Party Customer Service, and Pentland Group, nurturing and updating through to completion.
• Provides 1st line technical support for our performance-tracking app and digital product, assisting with login, onboarding, connectivity, real-time data issues, and user experience troubleshooting.
• Supports customers in understanding app features such as live workout feedback, progress tracking, and device syncing to maximise product value and engagement.
• Conducts functional checks and replicates reported bugs where possible, working closely with relevant teams to streamline fixes and enhance usability.
• Understands 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 Third Party (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.
• Manages the effective setup of promotions and offers, and assist with price changes e.g., new season or sale
• Inputs into the mass load process ensure the timely delivery of seasonal launches and product propositions.
• Super User for CMS platforms, manages tickets through to completion once logged and ensures tasks are actioned or escalated as appropriate
• A key liaison across the functions nurturing tickets to ensure rapid resolution of issues
• Ensures 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.
• Uses reporting and analysis to identify trading opportunities and key future actions to support sales growth.
• Maintains stock levels and availability in line with eCommerce KPI’s

WHAT DO I BRING TO THE ROLE?

To stand out in this role, you should have the following skills and experience:

Needs to have

• 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

The must haves:

• Keen eye for detail.
• 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
• Previous customer service experience, ideally in a tech-based environment
• 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

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.

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.