Senior Customer Success Manager - Operations

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.

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.

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.

• Real seniority from day one: 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.
• A genuine growth track: 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.
• Influence, not just delivery: you'll shape governance, commercial terms and how internal teams organise around the account, rather than just following a playbook.
• Depth over breadth: 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.

Client Relationship & Day-to-Day Ownership

• Act as the primary THG point of contact for the client's operational, logistics and programme teams, including their EMEA fulfilment, transportation, global service & logistics and extended workforce (xWF) partners.
• Run a weekly 1:1 with the client account lead, 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.

Governance & Reporting

• Own the account's governance calendar, 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.
• Produce supporting evidence packs for dispute resolution, and supply data extracts on request.

Escalation & Incident Management

• Own live, cross-functional escalations end-to-end, keeping internal teams coordinated and the client informed throughout.
• Provide same-day resolution and communication to the client and THG executives, including outside standard hours when escalations land on weekends.

Systems & Integration Oversight

• Maintain working fluency in EDI and integration concepts sufficient to triage issues and hold credible technical conversations with the client's technical teams, without doing the integration work personally.
• Support ongoing platform and project work including THG portal development, Fulfil UI change requests, and client-specific ISC process fixes, demos and training.

Project & Change Delivery

• Lead delivery of account-specific projects and programmes (e.g. VAS/device rework programmes, NPI set-up, dangerous-goods order flow, EMEA programme initiatives) working across warehouse, transport, IT and ISC.

Commercial Support

• Lead commercial alignment sessions 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.

• Client-facing account management experience in third-party logistics or supply chain, ideally with enterprise technology or consumer electronics clients.
• Strong data and reporting capability — able to build compliance and performance reporting from raw operational data without analyst support.
• Working understanding of EDI and integration concepts (945s, SSCC, IMEI and serialised stock, ASN flows) sufficient to triage issues and hold a credible technical conversation.
• Confident operating at executive level on both sides of the relationship, including under escalation.
• Able to influence internal operational teams without direct line authority across warehouse, transport, IT, ISC and commercial teams.
• Resilience and availability — this account generates genuine out-of-hours and weekend demand during live escalations.
• Proven ability to manage a high-volume governance calendar (ten or more recurring meetings per week) alongside reactive escalation and project work.