Operations Manager - THG Fulfil

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. 

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 Talentteam to discuss further.