Customer Operations Executive

About the role

The Customer Operations Executive manages a defined portfolio of customers across the EMEA or Americas region, acting as the central operational link between customers and internal stakeholders including Commercial, Finance, Planning, Logistics, Marketing, Legal, Brand Companies, 3PLs and other Pernod Ricard affiliates. The role requires ownership, analytical judgement and the ability to make appropriate operational decisions within agreed authority. The Customer Operations Executive is expected to connect cross-functional information, assess customer order and service risks, monitor performance, and ensure decisions and escalations are supported by a complete understanding of customer, supply, finance and logistics impacts. What's involved? Manage the end-to-end Order to Cash process and aftercare service for a defined customer portfolio, ensuring high service standards, accuracy and timely execution. Act as the operational link between customers and internal stakeholders, connecting customer, commercial, planning, finance and logistics inputs to support effective decisions and follow-up. Use operational dashboards and data sources to monitor customer-level performance, supply risk, forecast alignment, distance to go and KPI trends, applying analytical judgement to propose solutions, resolve issues within scope and escalate where required. Your responsibilities will include: Customer Portfolio & Order to Cash Management Manage the end-to-end Order to Cash process for a defined customer portfolio across EMEA or the Americas. Receive, validate and process customer orders via EDI, email, JDE Oracle and RPA, ensuring timely and accurate order placement. Assess orders against forecast, stock availability, allocations, MOQs, credit limits, pricing, route-to-market requirements and cost optimisation guidelines. Maintain full order history, customer records and administrative accuracy to support smooth month-end closing and audit readiness. Provide proactive updates to customers on order status, enquiries and service issues. Service Performance, KPIs & Risk Management Track and deliver agreed service targets, including CFR, OTIF, SLAs and administrative accuracy. Identify, assess and escalate risks affecting customer service, shipment execution, monthly value, supply availability or business performance. Conduct root-cause analysis on service failures, reason codes, admin errors and customer issues to support corrective actions. Maintain issue logs for customer, 3PL and operational escalations, ensuring follow-up with relevant stakeholders. Prepare supply risk escalations and customer supply review inputs for Sales & Operations Execution and monthly review forums. Use operational dashboards, customer reports and internal tools to monitor customer-level performance, supply risk, forecast alignment, distance to go, CFR, OTIF and KPI trends. Customer, Stakeholder & Cross-Functional Coordination Act as the operational link between customers, Commercial, Finance, Planning, Logistics, Marketing, Legal, Brand Companies, 3PLs and affiliates. Participate in customer, co-planning and pre-demand review meetings, translating actions into clear follow-up and execution. Support Commercial teams with customer account queries, supply updates, promotional stocks, allocations and activity calendar requirements. Collaborate with Planning and Commercial to manage product availability, novelties, promotional stocks and allocated items. Prepare and present monthly customer performance and supply review meetings in collaboration with Demand Planning and Commercial, covering service performance, forecast alignment, supply risks, opportunities, challenges and agreed actions. Finance

Benefits

Additional Information

About Pernod Ricard Pernod Ricard is a world leader in premium spirit and champagnes. Our iconic brands Absolut, Jameson, Chivas Regal, Havana Club, Kahlua, Beefeater, Martell, Mumm Perrier-Jouët and many more are enjoyed in over 160 countries across the globe. We are a company with a soul, rooted in heritage, guided by family values, and committed to growing our brands responsibly. With 19,000 employees worldwide, we empower people to thrive, foster meaningful connections, and bring our culture of inclusivity, purpose, and authentic conviviality to life About Global Travel Retail Pernod Ricard's Global Travel Retail (GTR) division is one of the Group's largest markets, bringing our world‑renowned brands to life across airports, border shops, cruise ships and other travel channels worldwide. With a footprint in more than 20 locations and over 30 nationalities represented, we are proud of a culture built on inclusion, collaboration, and a shared passion for travel's ability to connect and inspire. Customer Operations and Logistics are a key part of Integrated Operations and Supply Chain, responsible for enabling high customer service standards, operational excellence, cost optimisation and compliance across the Order to Cash process.

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