Operations Manager - THG Fulfil

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