Head of Enterprise Accounts - Fulfilment

About THG Ingenuity

THG Ingenuity is a proprietary Software-as-a-Service (SaaS) technology, robotics, and operations platform built for global ecommerce. Developed through more than two decades of operating ecommerce and retail services at scale, its software and automation capabilities have been engineered, tested, and refined through the real-world demands of managing complex commerce operations. Today, THG Ingenuity provides an integrating operating environment that enables brands to intelligently optimise the entire commerce lifecycle from browsing and checkout to AI inventory management and forecasting, automated fulfilment, carrier control, and customer experience. The platform comprises:

• THG Fulfil: The fulfilment operating system for global ecommerce. Delivered via a proprietary SaaS and Robotics-as-a-Service (RaaS) model, THG Fulfil orchestrates every stage of checkout, fulfilment, delivery, and customer experience through an integrated system.
• THG Studios: The UK's most innovative creative hub, helping brands create content that connects, experiences that engage, and IP that scales, all from its end-to-end, in-house facilities.
• THG Commerce: A cloud-native technology stack enabling retailers and brands to create intelligent, AI-powered, digital shopping experiences, while integrated marketplace and social commerce functionality allows brands to reach customers across every sales channel

With its expertise in building and scaling brands, THG Ingenuity is uniquely positioned to bring pertinent, pragmatic, and global know-how across all aspects of commerce.

Role Purpose

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.

Key Responsibilities

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.

Candidate Profile: Experience, Knowledge Skills

Essential Experience

• 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 operational discussions, balance trade-offs, and present to C-suite and VP-level leaders.

• Contractual SLA Literacy: Demonstrated ability to interpret commercial agreements and convert them into operational performance metrics and governance dashboards.

Desirable Advantageous Experience

• Automated Warehousing Exposure: Familiarity with automated storage and retrieval systems (ASRS) or AutoStore grid technology. A practical understanding of how automated systems drive picking density and throughput is beneficial when advising clients on inventory placement and order profiles.

• WMS/WES Literacy: Broad familiarity with modern Warehouse Management Systems, such as Manhattan, Blue Yonder, and SAP, and how data is surfaced to client-facing reporting suites.

THG Ingenuity is proud to be a Disability Confident Committed employer. If you are invited to interview, please let us know if there are any reasonable adjustments we can make to the recruitment process that will enable you to perform to the best of your ability.

THG Ingenuity is committed to creating a diverse inclusive environment and hence welcomes applications from all sections of the community.

Because of the high volumes of applications our opportunities attract, it sometimes takes us time to review and consider them all. We endeavour to respond to every application we receive within 14 days. If you haven't heard from us within that time frame or should you have any specific questions about this or other applications for positions at THG Ingenuity please contact one of our Talent team to discuss further.