About the role
<div class="content-intro"><p></p> <p><strong><span data-olk-copy-source="MessageBody">About THG Ingenuity</span></strong></p> <p>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. </p> <p>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.</p></div><p>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.</p> <h1><strong>The Role</strong></h1> <p>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.</p> <p>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.</p> <h1><strong>Why This Role</strong></h1> <ul> <li><strong>Real seniority from day one:</strong> 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.</li> <li><strong>A genuine growth track:</strong> 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.</li> <li><strong>Influence, not just delivery:</strong> you ll shape governance, commercial terms and how internal teams organise around the account, rather than just following a playbook.</li> <li><strong>Depth over breadth:</strong> 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.</li> </ul> <h1><strong>Key Responsibilities</strong></h1> <h2><strong>Client Relationship & Day-to-Day Ownership</strong></h2> <ul> <li><strong>Act as the primary THG point of contact</strong> for the client s operational, logistics and programme teams, including their EMEA fulfilment, transportation, global service & logistics and extended workforce (xWF) partners.</li> <li><strong>Run a weekly 1:1 with the client account lead,</strong> 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.</li> </ul> <h2><strong>Governance & Reporting</strong></h2> <ul> <li><strong>Own the account s governance calendar,</strong> 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.</li> <li><strong>Produce supporting evidence packs</strong> for dispute resolution, and supply data extracts on request.</li> </ul> <h2><strong>Escalation & Incident Management</strong></h2> <ul> <li><strong>Own live, cross-functional escalations end-to-end,</strong> keeping internal teams coordinated and the client informed throughout.</li> <li><strong>Provide same-day resolution and communication</strong> to the client and THG executives, including outside standard hours when escalations land on weekends.</li> </ul> <h2><strong>Systems & Integration Oversight</strong></h2> <ul> <li><strong>Maintain working fluency in EDI and integration concepts</strong> sufficient to triage issues and hold credible technical conversations with the client s technical teams, without doing the integration work personally.</li> <li><strong>Support ongoing platform and project work</strong> including THG portal development, Fulfil UI change requests, and client-specific ISC process fixes, demos and training.</li> </ul> <h2><strong>Project & Change Delivery</strong></h2> <ul> <li><strong>Lead delivery of account-specific projects and programmes</strong> (e.g. VAS/device rework programmes, NPI set-up, dangerous-goods order flow, EMEA programme initiatives) working across warehouse, transport, IT and ISC.</li> </ul> <h2><strong>Commercial Support</strong></h2> <ul> <li><strong>Lead commercial alignment sessions</strong> 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.</li> </ul> <h1><strong>Requirements</strong></h1> <ul> <li><strong>Client-facing account management experience</strong> in third-party logistics or supply chain, ideally with enterprise technology or consumer electronics clients.</li> <li><strong>Strong data and reporting capability</strong> — able to build compliance and performance reporting from raw operationa