Head of Enterprise Accounts - Fulfilment

UK, Manchester

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.

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.

The Head of Enterprise Fulfilment Accounts is the primary, front-facing operational account leader responsible for managing strategic partnerships with our most prestigious global brand clients.

Acting as the executive bridge between tier-one enterprise clients and our fulfilment infrastructure, this role leads operational governance, service delivery, and business requirements planning. The post-holder is dedicated to understanding client commercial objectives, shaping operational solutions, and holding internal warehouse operations accountable to contracted service level agreements (SLAs).

The ideal candidate blends high-touch client relationship management with a robust operational command of high-volume fulfilment, eCommerce logistics, and multi-channel distribution.

Strategic Client Account Management & Operational Governance

Executive Client Ownership:
Serve as the principal operational interface and trusted advisor for senior client stakeholders, including Supply Chain Directors, Heads of Logistics, and VPs of eCommerce.

Governance Framework:
Lead the cadence of operational governance, including regular operational syncs, Monthly Performance Reviews, and strategic Quarterly Business Reviews (QBRs).

Operational Voice of the Customer:
Advocate for client priorities within internal operations, ensuring warehousing and logistics teams understand upcoming commercial initiatives, product roadmaps, and service expectations.

Incident Management & Escalation:
Serve as the senior escalation point for service interruptions or fulfilment challenges, ensuring transparent communication, rapid root-cause analysis (RCA), and clear corrective action plans.

Business Requirements, Scoping & Operational Solutions

Translating Brand Vision into Fulfilment Reality:
Collaborate with client teams to capture operational requirements for major product launches, seasonal campaigns, promotional packaging, rework, and bespoke value-added services (VAS).

Peak Trading Architecture:
Lead joint peak-planning activities, including Black Friday, Cyber Week, and major retail campaigns, with client supply chain leaders. Model capacity demand against available warehouse throughput.

Continuous Improvement & Innovation:
Identify opportunities to improve fulfilment velocity, reduce order-to-dispatch lead times, optimise packaging, and refine carrier handover to drive client satisfaction and operational margin.

Commercial Alignment & Scope Control:
Monitor operational scope against contractual statements of work (SOW), ensuring out-of-scope requests or changes in baseline volumes are commercially captured and managed.

Internal Operational Collaboration

Partnering with Site Leadership:
Work closely with Warehouse General Managers, Fulfilment Operations Directors, and IT/Engineering leads who hold direct responsibility for floor staff, shifts, and physical facility management.

Performance Accountability:
Track warehouse operational performance against agreed client delivery standards and service level agreements (SLAs), conducting operational reviews with site teams to address bottlenecks before they impact client delivery.

Carrier & Delivery Integration:
Liaise with transport and final-mile carrier managers to ensure outbound injection schedules and delivery SLA performance align with enterprise client expectations.

Enterprise Client Management:
Proven track record of 7+ years leading front-facing operational account management, client delivery, or supply chain client services for tier-one global brands across high-volume consumer goods, retail, apparel, or electronics sectors.

Fulfilment & Logistics Acumen:
Thorough understanding of modern omnichannel fulfilment processes, eCommerce picking and packing, value-added services, reverse logistics, and carrier networks.

Executive Gravitas & Communication:
Exceptional stakeholder management skills, with the confidence to navigate…