This role is a 6 month contract.

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: Head of Digital Operations

Location: Blackburn

Hours: 36.5 hours per week, Monday to Friday (4.30pm finish on a Friday)

The Digital Operations Support Executive Mission:

We are seeking a detail-oriented, proactive Digital Technical Operations & Support Specialist to support our fast-growing ecommerce business during a critical 12-month project delivery period.

This role sits at the heart of our digital ecosystem and acts as the first point of contact for incoming support requests relating to our ecommerce platforms, responsible for hands-on troubleshooting, technical diagnosis, and the direct resolution of operational issues, working closely with internal teams and external partners to ensure issues are driven through to resolution

How you'll drive success:

Ticket & Issue Management

• Act primary technical investigator for all digital support tickets and operational enquiries

• Monitor digital platforms to proactively identify technical and operational issues

• Resolve issues using documented procedures, creating new documentation where gaps exist

• Escalate complex issues to internal teams (IT, Digital, Ecommerce, Customer Service, Fulfilment) and external partners, maintaining ownership through to resolution

• Triage, categorise, prioritise and manage tickets to ensure efficient resolution

• Act as a central coordination point to ensure clear communication and timely outcomes

• Provide accurate weekly and monthly reporting on ticket volumes, issue impact, trends, and resolutions

• Apply strong knowledge of the end-to-end ecommerce journey, from demand creation and stock to site through to trading and fulfilment

• Operate confidently in tools such as JIRA, Zendesk (or similar), Confluence, SAP, and ERP platforms

Knowledge Management & Training

• Create and maintain a robust knowledge base, including FAQs, troubleshooting guides, SOPs, and best-practice documentation

• Identify recurring issues through root cause analysis and recommend preventative solutions

• Spot training gaps and process failures, supporting the design and delivery of targeted training

• Educate internal teams on best practices for using digital systems and tools

Collaboration & Continuous Improvement

• Work closely with cross-functional teams including Ecommerce, Customer Service, Finance, UX, Marketing, IT, Operations, and external partners

• Analyse ticket and issue trends to identify opportunities for process improvement and automation

• Provide insights and practical recommendations to improve operational efficiency and reduce friction points

• Support system updates, testing, and rollouts by providing frontline feedback and documentation

• Apply strong process discipline with an understanding of governance, control, and digital trading operations

What you'll need to thrive:

• Strong written and verbal communication skills, with the ability to translate technical issues into clear, actionable steps for non-technical stakeholders

• Proven problem-solving and critical-thinking capability

• Experience working with digital ecommerce platforms (e.g. Shopify or similar)

• Familiarity with ticketing and issue management tools such as Zendesk, Jira, Freshdesk

• Hands-on experience with CMS, DAM, PIM, and ERP systems

• Strong Microsoft skills for reporting, documentation, and trend analysis

• Excellent organisational skills with the ability to manage multiple tickets, priorities, and deadlines

• Experience supporting global or multi-region digital operations is highly regarded

• Comfortable working in fast-paced, project-driven environments

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 holiday allowance with the option to buy more, hybrid and flexible working, enhanced family leave, pension and financial protection, wellbeing support, travel schemes, and generous discounts across Pentland Brands and selected retail partners. You can find full details of our benefits and perks on our UK Benefits page.

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.