Customer Operations Team Leader

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Be part of something big
We are Pernod Ricard, a leading company in the global spirits industry with over 19,000 employees globally. We own 16 of the world's top 100 Spirits Brands and hold one of the most prestigious and comprehensive brand portfolios in the industry with 240 premium brands available in over 160 countries, including: Absolut vodka, Ballantine's, Chivas Regal, Royal Salute, and The Glenlivet Scotch whiskies, Jameson Irish whiskey, Martell cognac, Havana Club rum, Beefeater, Malfy and Monkey 47 gins, Malibu liqueur, Mumm and Perrier-Jouët champagnes.

Here in the UK
In the UK, Pernod Ricard is made up of 4 businesses:
* Pernod Ricard UK, which markets, sells and distributes our products in the UK market
* Chivas Brothers, the largest brand company in the Group, responsible for the production and management of our award-winning Scotch whisky portfolio
* Pernod Ricard Global Travel Retail, the global and EMEA home of the group's duty free, air travel and cruises business.
* The Absolut Group, the brand owner of our global white spirits portfolio, whose Gin brand unit and Business Acceleration team sit in London.

Your new team
This position sits in our Global Travel Retail business. Global Travel Retail is one of the Group's largest markets, bringing Pernod Ricard brands to life in the exciting and innovative Travel Retail channel which includes duty-free, cruise ships & border shops around the globe. With a global footprint across more than 20 locations and over 30 nationalities, our working culture celebrates inclusion and diversity. Our team is united by our shared passion for travel and our shared belief in its transformative power. Travel to the heart of our exciting business with our @pernodricardtravel Instagram page, showcasing our latest projects and innovations around the globe.

Our Operations team makes magic happen behind the scenes. We ensure our products are available wherever travellers discover them - with the right stock, at the right time, and with exceptional service to match. We focus on best-in-class demand planning, availability, and customer experience, while constantly improving the way our supply chain works.
Collaboration drives everything we do. We work hand-in-hand with internal teams, suppliers, customers, and partners around the world to deliver operational excellence, uphold strong compliance, and support the growth of our business.

Our department brings together two key areas:
Supply & Demand Planning, responsible for accurate forecasting, optimal inventory, and a strong S&OP process
and Customer Operations & Logistics, dedicated to delivering outstanding service, maximising case fill rates and on-time deliveries, and ensuring quality and compliance at every step.

Your unique contribution
Your main areas of responsibility:

Leadership & Team Development
* Lead, coach, and motivate your team to perform at a high level.
* Conduct regular 1:1s, hold meaningful development conversations, and build strong IDPs.
* Foster accountability, ownership, and a growth mindset across the team.
* Support onboarding, capability building, and cross-training to increase team flexibility and resilience.
* Act as a deputy for the other region's Team Leader when needed, providing leadership continuity, supporting escalations, and helping drive aligned ways of working across regions.

Team Performance & Operational Excellence
* Set clear performance expectations and KPIs (CFR, OTIF, order accuracy, SLAs).
* Monitor team results and provide timely feedback, recognition, and support.
* Manage performance challenges proactively and lead Engagement Points and year-end reviews.
* Ensure smooth execution of month-end, quarter-end, and fiscal close activities.
* Ensure SOPs and WIs are up to date, fully understood, and consistently applied.

Operational Support & Escalation Management:
* Serve as the team's escalation point for complex orders, 3PL issues, disputes, and customer concerns.
* Coach the team on problem-solving, analysis, and decision-making.
* Manage your own customer portfolio and provide coverage during absences or peak periods.
* Oversee workload distribution, capacity planning, and scheduling.
* Maintain high data quality and compliance with internal controls and OTC requirements.
* Support internal and external audits by ensuring process compliance, providing required documentation, and driving remediation actions where needed.

Driving Strong KPI Performance & Reporting
* Ensure strong CFR/OTIF performance through accurate coding, proactive root-cause analysis, and timely corrective actions.
* Lead reporting of KPIs including CFR, OTIF, service levels, order blocks, and other OTC metrics.
* Analyse and clearly explain lost sales, service failures, and performance deviations, ensuring actionable insights and follow-through.
* Track and follow DTG (Demand to Go) to improve forecast accuracy and highlight risks early.
* Monitor and escalate landing risks, customer delays, supply constraints, and documentation issues impacting revenue recognition.
* Identify and report cash collection risks linked to order holds, disputes, or credit constraints, escalating to Finance and management as needed.
* Consolidate and present KPI updates, dashboards, and commentary in key forums (Pre-SOP, SOE, MBR, QBR) and provide required reporting to HQ.
* Support efficiency and cost-saving initiatives with Logistics & Quality using data-driven insights.

Cross-Functional Collaboration
* Partner closely with Sales, Planning, Logistics, Finance, TECH, and 3PLs to resolve issues and improve processes.
* Drive the revenue recognition process and support customer supply reviews.
* Support analysis of landing costs, lost sales, and service performance.
* Lead or support key projects including customer system integration, process digitalisation, and automation initiatives (RPA, EDI, etc.).
* Support system upgrades and new technology implementations by participating in testing, validation, and deployment activities.
* Work closely with TECH/IT, customers, and 3PL partners to ensure smooth adoption and successful rollout of new tools and solutions.

Who you'll be working with
Internally, Head of Customer Ops & Logistics, 3PL, Brand Companies, Head of Planning and S&OP, Planners and Planning managers, Commercial/Finance Managers, FP&A Managers, Supply Chain project Managers, Logistics &Quality Manager, Wider Operations team at all levels.

Externally, Customers, warehousing facilities, other adhoc

Your blend of talent

This position could be right for you if you:
Experience & Knowledge
* Proven experience in customer operations, supply chain, logistics, or a related operational function.
* Experience leading or mentoring people (formal or informal), with a genuine interest in developing others.
* Strong understanding of the order-to-cash process and its operational dependencies.
* Awareness of 3PL operations, logistics flows, and stock/service KPIs (desirable).
* Knowledge of global goods movement and familiarity with Incoterms.
* Confidence navigating ERP and customer service systems; SAP experience is a plus.

Leadership & Behavioural Skills
* Strong leadership and coaching capabilities, with the ability to inspire, motivate, and grow a team.
* Excellent communication skills, both written and verbal.
* A proactive, customer-centric mindset with strong problem-solving skills.
* Ability to manage multiple priorities in a fast-paced environment with accuracy and composure.
* Strong analytical and organisational skills, with high attention to detail.
* A high level of ownership, reliability, and professional maturity.

Our mix of benefits

For your health, we offer private medical insurance, critical illness cover and an optional healthcare cash plan and dental insurance.

Our lifestyle benefits options include 28 days' annual holiday, your employee pension, share incentive plan, family care, season ticket loans, free mortgage advice, payroll giving and more!

You can access lots of gifts & discounts, including an allowance each year to spend on our brands in our staff shop and employee discounts from a range of high street retailers.

We have regular events in our very own office bar, employee-run networks, a culture of flexibility and trust and a variety of tools and resources to help you focus on your wellbeing and mental fitness.

Conviviality: the Pernod Ricard Way
We have our own way of doing things. We call it conviviality! It's our way of being, and something unique you feel and experience when working for Pernod Ricard.

We're committed to conviviality, and with this, you'll be Proud to Belong to our Pernod Ricard family. You'll be Empowered to Perform, supported to succeed, and acknowledged for the value you bring.

We combine all this with our Commitment to Care: we are unlocking the magic of human connection to transform our industry and make a positive impact on the world though our strong focus on Sustainability and Responsibility (S&R).

We're committed to diversity and inclusion
People are at the heart of everything we do at Pernod Ricard and are the foundation of our collective spirit as 'Créateurs de Convivialité'.

We promote diversity and inclusion throughout our business and supply chain. In our teams, we proactively foster a diverse work force and an inclusive culture - an environment where we can truly be ourselves.

We will assess your application for this role based on your skills, experiences and achievements, not your gender, age, ethnic or educational background or any other such factors. Please feel free to leave these off your CV and application form if you so wish.

Similarly, if you would like to discuss opportunities for flexible working or e accommodations or support to complete our application process, please let us know.

Responsible drinking
As 'Créateurs de convivialité', we want to turn social interactions into genuine and friendly experiences of sharing and wellbeing.

In our culture, we want to create diverse teams in which our differences contribute to our success. Therefore, all are welcome at Pernod Ricard, regardless of your religious beliefs or personal choices on the consumption of alcohol.

In our business, we work together with industry members, civil society, governments, local authorities and UN bodies to promote responsible drinking.

Job Posting End Date:2026-04-20

Target Hire Date:2026-05-04

Target End Date