We’re Pentland Brands: a global family business behind some of the world’s most iconic active and lifestyle brands. We bring integrity, energy and ambition to our work, setting high standards and striving to deliver great outcomes without ego.
With over 1,500 team members worldwide, we’re proud of our diverse, inclusive culture where everyone is encouraged to speak up, challenge thinking, create breakthroughs and collaborate openly. Our people are what set us apart, and we’re committed to creating an environment where everyone can thrive.
Reports to: Customer Operations Manager
Location: Munich, Germany
Hours: 36.5 hours per week, Monday to Friday (4.30pm finish on a Friday)
The Customer Operations Executive Mission:
The Customer Operations Executive ensures excellent customer service and smooth operational delivery by managing customer orders, stock allocation, logistics processes and key account communication. The role exists to support customers end to end, resolve operational issues efficiently, and uphold Pentland’s standards of consumer focus, accuracy and continuous improvement.
How you'll drive success:
Account Ownership & Customer Engagement
* Represent and manage an assigned customer base, ensuring alignment with customer and commercial needs.
* Build strong relationships with key partners and internal stakeholders.
Order Management & Fulfilment
* Oversee order placement, order book management, in season order fulfilment and delivery execution.
* Ensure OTIF performance by identifying risks early and driving corrective action.
Stock Allocation & Logistics
* Manage stock allocation, logistics, distribution requirements and export compliance (documentation, processes).
* Collaborate with Asia merchandising and shipping teams where direct delivery export is required. Order Management & Fulfilment
Customer Communication & Reporting
* Provide timely updates on order status, risks, supply timelines and required changes.
* Maintain accurate records of returns, credits, debits and customer adjustments.
Issue Resolution & Process Improvement
* Use exception reporting to manage the order book and streamline operational processes.
* Identify operational issues impacting OTIF and propose solutions.
Systems & Data Management
* Produce regular data analysis using SAP, Salesforce, Pentland Connect and internal reports.
* Maintain data accuracy across systems and ensure operational compliance.
Administrative Operations
* Process cancellations, credits, debits, non faulty returns, VAS requirements and DC instructions.
* Support the administration of order related business processes.
Team & Ways of Working Contribution
* Contribute to Customer Ops annual Game Plan activity.
* Engage in continuous personal development and support best practice sharing across the team.
What you'll need to thrive:
* Excellent communication skills with a range of stakeholders.
* Key operational function experience
* 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 confidence in reporting procedures.
* Previous customer service/key account sales support experience and/or sales environment, preferable international exposure.
* Knowledge of export procedures and documentation is preferable.
* Language preferable in need of specific roles - German speaker primary/ English secondary.
* High attention to detail.
* Working knowledge of SAP or similar systems knowledge is advantageous.
* Ability to work to deadlines
Alongside a competitive salary and discretionary bonus, we offer a comprehensive benefits package designed to support your wellbeing, flexibility, and life outside work. This includes generous employer-financed company pension scheme, flexible working hours, bike leasing, EGym, Employee discount on all Pentland Brands & Comprehensive group accident insurance.
The Interview Process
We want our interview process to feel clear, straightforward, and supportive. If your experience and expectations look like a strong match for the role, here’s what you can expect next:
1. Talent Team Intro Call - A 30-minute video call with our Talent Team to get to know each other, talk through the role and your experience, and answer any questions you have.
2. Experience Interview - A more in-depth interview (usually online) with the hiring manager to explore your skills, experience and approach, and how these align with the role, our principles, and our ways of working.
3. Final Interview - A final in-person interview at our office, focused on deeper discussion and practical application, giving you the chance to meet more of the team and see Pentland Brands in action.