THG Ingenuity
Operations Manager - THG Fulfil
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Operations Manager – Fulfilment
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 comprises three core products: THG Commerce, THG Studios, and THG Fulfilment. Each solution delivers a unified, end-to-end path to customer, overcoming challenges and enabling brands to thrive direct-to-consumer.
Our client portfolio includes globally recognised brands such as Coca-Cola, Nestlé, Elemis, Homebase, and Procter & Gamble.
About Fulfil and Your Role
Fulfil at THG Ingenuity delivers world-class operational execution and transformation across the business. We identify and deliver operational efficiencies and enable global growth. This is your moment to join our fast-expanding team as an Operations Manager, shaping how THG delivers operationally for a diverse portfolio of clients.
As Operations Manager, you will drive day-to-day operational performance and service levels, champion continuous improvement, and act as the operational liaison with teams including:
- Client Services
- Fulfilment Operations
- Carriers
- Data & Analytics
- Merchandising
- Warehouse & Inventory
This is an exciting role within the fastest-growing part of THG Ingenuity—a team tasked with building the operational foundation for the future.
The ideal candidate will have: ✔ A deep understanding of e-commerce operations ✔ Insight into how operational processes shape the customer experience ✔ Ability to translate data and SLA performance into tangible, actionable solutions ✔ Experience managing technology-led, automated fulfilment networks across multiple regions (UK, EU, US) ✔ Comfort managing competing priorities across multiple clients, categories, and stakeholders—all within a fast-paced, high-growth environment.
Key Responsibilities
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Operation Leadership
- Act as the senior operational advocate for a portfolio of clients, representing operations in service reviews, performance meetings, and escalations.
- Build and own unified management reporting, ensuring clarity between commercially focused KPIs, operational insights, and client-facing impact.
- Identify high-value operational efficiency and transformation opportunities.
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Performance & Improvement
- Generate impactful forecasts and planning for peak and seasonal periods to protect SLAs.
- Partner with Fulfilment Operations, Data, Merchandising, and Tech to address recurring issues by driving systemic automation-led solutions.
- Own end-to-end resolution of problem orders, using internal tools (WMS, client portals) to investigate root causes and improve future quality.
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KPI Ownership & Audit
- Monitor and deliver critical operational metrics covering:
- Dispatch volumes
- On-time dispatch rates
- NDD SLAs (No Delivery Defects)
- Outstanding order management
- Stock reconciliation accuracy
- Lead corrective action in collaboration with risk and correctness teams.
- Monitor and deliver critical operational metrics covering:
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Stock & Logistics Control
- Oversee the development and execution of kitting and bundling workflows, ensuring timeliness in customer fulfillment.
- Manage held and quarantined stock, working closely with accounting to resolve root causes and reduce stock holds.
- Lead stock cycle counts and accuracy initiatives, owning the operational integrity of stock reconciliations.
- Coordinate inter-site movements, tracking movements and maintaining accuracy across the network.
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Service & System Enhancement
- Support and escalate system-related requests (e.g., CCTV requests, delivery exceptions).
- Manage service desk incident resolution while leveraging metrics/patterns to continuously improve processes.
- Act as a champion between operations and customer-facing teams, ensuring clear, actionable information across tiers.
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Role Requirements
To thrive in this role, you must demonstrate:
- Operations and e-commerce expertise, ideally from experience in fulfilment, logistics, logistics technology (3PL, DCM / WMS systems).
- Ability to balance high-priority demands, managing clients, functional stakeholders, and projects concurrently.
- Insight into warehouse processes, inventory tracking, and fulfilment automation.
- Advanced analytical and business data-savviness: proficiency in Excel (VLOOKUP, Pivot Tables, automation) and reports to drive decisions.
- A proven ability to transform operations through evidence-based projects or continuous improvement initiatives.
- Commercial acumen, linking operational priorities to client success, SLAs, and cost efficiency.
- Collaborative mind-set, capable of influencing stakeholders across departments (tech, success, merch, carriers).
- Excellent stakeholder communication, influencing both senior and operational teams.
- Prioritisation and time-management excellence — deliverable and systems-oriented.
Why Join THG?
THG Ingenuity is Disability Confident Committed. If you require any adjustments to support your application, please let us know upon interview.
We embrace diversity and strongly encourage applications from underrepresented backgrounds.
Being transparent: due to the high demand for our roles, we cannot reply to all applications within 24 hours—but we’ll target 14 days to acknowledge receipt. If a response is delayed or you want further details, don’t hesitate: contact our Talent team.
Ready to shape industry-leading operations? Apply now.
Note: Original phrasing and emphasis preserved; only minor organisational polish applied.
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