Senior Customer Success Manager - Operations

About the role

This role involves managing one of the largest and most complex accounts within the THG Fulfil portfolio. The successful candidate will act as the primary point of contact for the client's operational and logistics teams, overseeing governance, reporting, and cross-functional project delivery. It is a strategic position requiring the ability to influence internal teams and manage high-stakes escalations.

Responsibilities

• Act as the primary THG point of contact for the client's operational, logistics and programme teams.
• Own the account's governance calendar, including MBRs, QBRs, and daily hypercare calls.
• Manage live, cross-functional escalations end-to-end, coordinating internal teams and client communication.
• Maintain working fluency in EDI and integration concepts to triage issues and lead technical discussions.
• Lead delivery of account-specific projects and programmes across warehouse, transport, IT and ISC.
• Lead commercial alignment sessions for activity outside the standard rate card.

Required skills

• Account management
• Supply chain
• Third-party logistics
• Data reporting
• EDI
• Integration concepts
• Stakeholder management

About the Company

THG Ingenuity is a fully integrated digital commerce ecosystem designed to power brands through its global end-to-end tech platform, which includes THG Commerce, THG Studios, and THG Fulfil.