Senior Customer Success Manager - Operations

THG Ingenuity · Manchester

About THG Ingenuity

THG Ingenuity is a proprietary Software-as-a-Service (SaaS) technology, robotics, and operations platform built for global ecommerce. Developed through more than two decades of operating ecommerce and retail services at scale, its software and automation capabilities have been engineered, tested, and refined through the real-world demands of managing complex commerce operations. Today, THG Ingenuity provides an integrating operating environment that enables brands to intelligently optimise the entire commerce lifecycle from browsing and checkout to AI inventory management and forecasting, automated fulfilment, carrier control, and customer experience. The platform comprises:

THG Fulfil: The fulfilment operating system for global ecommerce. Delivered via a proprietary SaaS and Robotics-as-a-Service (RaaS) model, THG Fulfil orchestrates every stage of checkout, fulfilment, delivery, and customer experience through an integrated system.

THG Studios: The UK's most innovative creative hub, helping brands create content that connects, experiences that engage, and IP that scales, all from its end-to-end, in-house facilities.

THG Commerce: A cloud-native technology stack enabling retailers and brands to create intelligent, AI-powered, digital shopping experiences, while integrated marketplace and social commerce functionality allows brands to reach customers across every sales channel

With its expertise in building and scaling brands, THG Ingenuity is uniquely positioned to bring pertinent, pragmatic, and global know-how across all aspects of commerce.

In this role you will be responsible for one of THG Fulfil's largest and most complex accounts, spanning B2B/channel and B2C/D2C fulfilment, inbound and new product introduction (NPI), value-added services, systems integration, and commercial administration, with direct exposure to both client leadership and THG group executives.

The Role

This is one of the most strategic, highest-visibility accounts in the Fulfil portfolio, and a newly created, dedicated role to match. It carries real intensity: a daily governance and reporting obligation, and a breadth of scope across B2B, B2C/D2C, inbound, NPI, VAS, integrations and commercial that effectively spans several workstreams under one relationship.

With that comes genuine ownership. The successful candidate will be THG's primary point of contact for the client's operational, logistics and programme teams, translating their requirements into internal action across warehouse operations, transport, IT/integrations, ISC and commercial — and holding those teams to delivery. They will own the account's governance calendar and daily reporting, resolve escalations end-to-end, and hold credible technical conversations on integrations without needing to do that work personally. This is a role for someone who wants to run something significant, not administer it.

Why This Role

Real seniority from day one: of one of Fulfil's largest and most complex accounts — you're the person in the room with senior leadership on both sides, not a supporting player.
A genuine growth track: this account and role are being created because the business is investing in getting its biggest relationships right; strong performance here is a natural springboard toward Account Director.
Influence, not just delivery: you'll shape governance, commercial terms and how internal teams organise around the account, rather than just following a playbook.
Depth over breadth: rather than spread thin across a portfolio, this is a rare chance to build deep, specialist expertise across the commercial, operational and technical sides of one major account.

Key Responsibilities

Client Relationship & Day-to-Day Ownership

Act as the primary THG point of contact for the client's operational, logistics and programme teams, including their EMEA fulfilment, transportation, global service & logistics and extended workforce (xWF) partners.
Run a weekly 1:1 with the client account lead, plus regular ad hoc syncs with programme and technical contacts, translating requirements into internal actions across warehouse operations, transport, IT/integrations, ISC and commercial — and holding those teams to delivery.

Governance & Reporting

Own the account's governance calendar, including MBRs, QBRs, daily hypercare calls, and weekly ops, VAS, D2C & Inbound and PM check-in calls — a minimum of two hours of scheduled client contact every working day before reporting, escalation handling or project work.
Produce supporting evidence packs for dispute resolution, and supply data extracts on request.

Escalation & Incident Management

Own live, cross-functional escalations end-to-end, keeping internal teams coordinated and the client informed throughout.
Provide same-day resolution and communication to the client and THG executives, including outside standard hours when escalations land on weekends.

Systems & Integration Oversight

Maintain working fluency in EDI and integration concepts sufficient to triage issues and hold credible technical conversations with the client's technical teams, without doing the integration work personally.
Support ongoing platform and project work including THG portal development, Fulfil UI change requests, and client-specific ISC process fixes, demos and training.

Project & Change Delivery

Lead delivery of account-specific projects and programmes (e.g. VAS/device rework programmes, NPI set-up, dangerous-goods order flow, EMEA programme initiatives) working across warehouse, transport, IT and ISC.

Commercial Support

Lead commercial alignment sessions on activity outside the standard rate card (e.g. non-SSCC handling, decant, space over-allocation, DG printing), providing the operational evidence base for commercial and compliance discussions.

Requirements

Client-facing account management experience in third-party logistics or supply chain, ideally with enterprise technology or consumer electronics clients.
Strong data and reporting capability — able to build compliance and performance reporting from raw operational data without analyst support.
Working understanding of EDI and integration concepts (945s, SSCC, IMEI and serialised stock, ASN flows) sufficient to triage issues and hold a credible technical conversation.
Confident operating at executive level on both sides of the relationship, including under escalation.
Able to influence internal operational teams without direct line authority across warehouse, transport, IT, ISC and commercial teams.
Resilience and availability — this account generates genuine out-of-hours and weekend demand during live escalations.
Proven ability to manage a high-volume governance calendar (ten or more recurring meetings per week) alongside reactive escalation and project work.

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.

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