Operations Manager - THG Fulfil

About THG Ingenuity

THG Ingenuity is a fully integrated digital commerce ecosystem, designed to power brands without limits. Our global end-to-end tech platform is comprised of three products: THG Commerce, THG Studios, THG Fulfilment.

Each represents a single, unified solution, overcoming challenges and taking brands direct-to-consumer. Our client portfolio includes globally recognised brands such as Coca-Cola, Nestle, Elemis, Homebase, and Proctor & Gamble.

About Fulfil and Your Role

Fulfil at THG delivers world-class operational execution and transformation across the group, identifying and implementing operational efficiencies and enabling global growth.

Due to our continued growth and expansion, we are seeking an Operations Manager to join the team taking ownership of how THG delivers operationally for a portfolio of clients. The successful candidate will be accountable for day-to-day operational performance and service levels, drive continuous improvement, and act as an operational point of contact across internal departments such as Client Services, Fulfilment Operations, Carriers, Data, Merchandising and our warehouse and inventory teams.

This is a great opportunity to be part of a growing team building the foundations for the fastest-growing area of THG Ingenuity. We are looking for someone with a strong understanding of e-commerce and the behaviours of e-commerce customers, who knows how operational processes shape the customer experience, and who can turn data and SLA performance into action across our technology-led, automated fulfilment network spanning the UK, EU and US. You will be comfortable managing competing priorities across multiple clients and categories in a fast-paced, high-growth environment.

Responsibilities:

Acting as the senior operational point of contact for your client portfolio, building strong relationships and representing operations in client reviews and escalations

Building and owning management information, reporting and client-facing presentations that surface performance trends, quantify commercial impact and identify improvement opportunities

Identifying and delivering operational efficiency and transformation projects that improve service, accuracy and cost-to-serve

Owning peak and seasonal trading readiness, ensuring capacity, stock and resource plans are in place to protect SLAs during high-volume periods

Partnering with Fulfilment Operations, Data, Merchandising and Tech to turn recurring operational issues into systemic, automation-led fixes

Owning the end-to-end resolution of problem orders, using our internal systems (WMS and the client portal) to investigate root cause and prevent recurrence

Owning the review and delivery of key performance indicators: dispatch volumes, on-time dispatch, NDD SLAs, outstanding order management and stock reconciliations, and leading corrective action with the Client Services and operations teams

Overseeing the creation and coordination of kitting and bundling jobs for clients, ensuring they are delivered accurately and to deadline

Managing held and quarantined stock, working closely with the account management team to identify, resolve and prevent the root causes of stock holds

Coordinating stock checks and cycle counts with the inventory teams, and owning the accuracy of stock reconciliations

Overseeing internal warehouse and inter-site transfers, ensuring stock movements are accurate and fully tracked

Managing service desk (SD) ticket resolution and response SLAs for issues such as CCTV requests, missing or incorrect items and delivery exceptions, using ticket trends to drive process improvement

Role Requirements

Demonstrable operations management experience, ideally within e-commerce, fulfilment, logistics or 3PL

Proven experience managing multiple priorities, clients and stakeholders concurrently

Strong understanding of warehouse, inventory and fulfilment processes

Strong data and analytical skills, including advanced Excel; confident turning data into insight and action

A track record of delivering process improvement or operational change projects

Commercially aware, with the ability to link operational performance to client outcomes, SLAs and cost-to-serve

Customer and Supplier focused - experience of working collaboratively with cross function teams

Excellent communication and stakeholder-management skills

Able to prioritise and allocate time effectively

Diligent in completion of tasks and projects

Strong team player

Highly organised and motivated

THG Ingenuity is proud to be a Disability Confident Committed employer. If you are invited to interview, please let us know if there are any reasonable adjustments we can make to the recruitment process that will enable you to perform to the best of your ability.

THG Ingenuity is committed to creating a diverse & inclusive environment and hence welcomes applications from all sections of the community.

Because of the high volumes of applications our opportunities attract, it sometimes takes us time to review and consider them all. We endeavour to respond to every application we receive within 14 days. If you haven't heard from us within that time frame or should you have any specific questions about this or other applications for positions at THG Ingenuity please contact one of our Talent team to discuss further.