Customer Operations Executive (FTC 6 months)

About us
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.
Your new team:
Pernod Ricard Global Travel Retail (GTR) is one of the Group’s largest markets, bringing our world-renowned portfolio of premium spirits and Champagne to life across airports, cruise ships, border stores and other travel retail channels worldwide. As the global leader in premium
and prestige spirits in the channel, we create exceptional brand experiences that inspire millions of travellers every year.
Headquartered in London, GTR unites nearly 300 colleagues across Europe, the Americas, Asia Pacific, the Middle East and Africa. We are a diverse, collaborative and entrepreneurial team, driven by a shared ambition to put travellers at the heart of everything we do, connect
with impact and shape the future of the global travel retail industry. We believe in the power of travel to broaden perspectives, bring people together and create meaningful connections across cultures and borders.
Your unique contribution:
Customer Operations and Logistics are a key part of Integrated Operations and Supply Chain, enabling high customer service standards, operational excellence, cost optimisation and compliance across the Order to Cash process.
The Customer Operations Executive independently manages a defined portfolio of customers across Europe or the Americas. The role acts as the central operational link between customers and internal stakeholders including Commercial, Finance, Planning, Logistics, Marketing, Legal, Brand Companies, third-party logistics providers and other Pernod Ricard affiliates.
This is not solely an order-processing role. It requires end-to-end ownership, analytical judgement and timely operational decisions within agreed authority. The role holder connects information across functions, manages operational exceptions, assesses customer and business risk, and converts data and customer insight into clear actions and escalations.
Key purpose:
Manage the end-to-end Order to Cash process and aftercare service for a defined customer portfolio, ensuring accuracy, timely execution and high service standards.
Act as the operational link between customers and internal stakeholders, connecting customer, commercial, planning, finance and logistics inputs to support effective decisions and follow-through.
Use dashboards, reports and operational data to monitor customer performance, forecast alignment, supply risk, distance to go and KPI trends, applying judgement to resolve issues within scope and escalate early where required.
Lead the operational agenda for the assigned portfolio through structured customer reviews, exception management, root-cause analysis and action tracking.
Customer Portfolio & Order to Cash Management
Manage the end-to-end Order to Cash process for a defined customer portfolio across Europe or the Americas.
Receive, validate and process customer orders through EDI, email, JDE Oracle, RPA, customer portals or other agreed channels, ensuring timely and accurate order placement.
Assess orders against forecast, stock availability, recovery plans, allocations, minimum order quantities, credit limits, pricing, route-to-market requirements, customer obligations and cost optimisation guidelines.
Monitor orders through shipment and delivery, maintaining visibility of blocks, changes, documentation, promised dates and customer risks until closure.
Maintain complete order history, customer records and administrative accuracy to support month-end closing, audit readiness and business continuity.
Provide proactive, clear updates to customers on order status, risks, enquiries, changes 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.
Own and coordinate operational exceptions affecting orders, supply, pricing, credit, transport, customs, documentation, quality or delivery, bringing together the correct stakeholders to minimise customer and business impact.
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.
Make appropriate operational decisions within agreed authority and escalate early when the impact, complexity or decision falls outside scope.
Customer Governance and Performance Reviews
Prepare and lead regular customer operational and supply review forums in collaboration with Commercial, Demand Planning and other relevant functions.
Present service performance, customer ordering patterns, forecast alignment, supply constraints, recovery plans, logistics topics, opportunities, challenges and agreed actions.
Translate review outcomes into clear owners, deadlines and follow-up, ensuring actions are progressed and closed.
Use customer feedback, complaints and service data to identify recurring themes and propose practical improvements to the customer experience.
Participate in co-planning, pre-demand review, S&OE and other relevant governance forums, representing the operational position of the assigned portfolio.
Forecast, Supply and Business Alignment
Analyse customer orders and ordering behaviour against forecast, activity plans, stock availability and supply assumptions.
Identify forecast gaps, phasing changes, overselling, unconfirmed demand, supply constraints and inventory exposure, and escalate these through the correct planning and business forums.
Work with Planning and Commercial to align allocations, promotional requirements, novelties, recovery plans, customer priorities and product availability.
Provide accurate customer-level inputs on open orders, shipment risk, distance to go, opportunities and operational constraints to support informed business decisions.
Challenge incomplete or inconsistent assumptions constructively, using available data and a clear understanding of customer, supply, finance and logistics impacts.
New Products, Product Changes and Customer Readiness
Support the operational readiness of new product introductions, restages, delistings, promotions, VAPs, POSM and customer activations for the assigned portfolio.
Coordinate customer listings, product data, item cross-references, forecasts, orders, launch timing, stock readiness, documentation and customer-specific requirements with Marketing, Commercial, Planning, Brand Companies and master-data owners.
Monitor launch dependencies and risks, escalating gaps early to avoid missed launches, excess inventory, obsolete stock or customer disruption.
Support the depletion or transition of old stock and ensure customer communication is aligned when products, packaging, formats or supply routes change.
Data, Insight and Operational Decision-Making
Use operational dashboards, customer reports and internal systems to monitor customer-level performance, supply risk, forecast alignment, distance to go, CFR, OTIF, order accuracy and other relevant KPIs.
Interpret trends and exceptions, connect information across functions and propose practical actions rather than reporting data without a recommendation.
Validate the accuracy and completeness of data used in customer reviews, escalations and business decisions.
Provide clear and concise reports, commentary and escalation summaries to management and stakeholders as required.
Finance, Pricing and Credit Control Support
Compare pricing between customer purchase orders and JDE Oracle and escalate anomalies promptly before order release or invoicing.
Support Finance with customer account reconciliation, non-payment investigation, proof of delivery requests, credit notes and dispute resolution.
Execute payment terms, statements of account and credit-related follow-up in collaboration with Finance and Commercial.
Process supplier invoices related to sales order distribution within agreed timelines and validate supporting information before approval or escalation.
Protect confidential pricing, customer and depletion information.
Export, Compliance, Quality and Documentation