B2B Global Customer Operations Manager - Retail

at  THG

ABOUT THG

We’re a fast-moving, global technology group that specialises in taking brands direct to consumers. We’re home to a portfolio of leading brands and sites including Myprotein, ESPA, LOOKFANTASTIC, and Cult Beauty, all of which are powered by our fully integrated digital commerce ecosystem, THG Ingenuity.
We handle everything in-house, including technology, content creation, e-commerce, marketing, manufacturing, new product development, and logistics. This comprehensive approach ensures we can fully realise our vision and maintain our leadership in a rapidly evolving global industry.

REQUIREMENTS:

• Experience in B2B Operations ideally in a Retail fulfilment environment, preferably across multiple product categories
• Experience in international B2B
• A good understanding of end-to-end business processes across finance, supply and operations
• Experience delivering customer compliance requirements
• Good understanding of sales order managment and customer service delivery
• Strong analytical skills and highly computer literate
• Excellent communication and influencing skills to develop strong relationships internally and externally
• Experience of leading an operational team
• Good at working within a team in a fast paced company
• Able to prioritise and allocate time effectively
• Diligent in completion of tasks and projects
• Strong team player

ABOUT THE OPERATIONS TEAM AND THE ROLE

The B2B Global Operations Team drive the business through process improvement and timely interventions, to ensure that THG operates in the smoothest possible fashion. The team also provides insights via the collation and analysis of data to affect positive change within the wider business.
This role will report into the Group Head of B2B Operations and will be responsible for managing end to end customer service for customers across Retail Globally. They will plan, direct and coordinate outbound B2B operations across assigned Retail Customers and be responsible for driving performance to ensure the timely and compliant delivery of orders into retail to meet the exacting OTIF standards of our customers.
You will work closely with key stakeholders across the business including; credit control, commercial teams, warehouse and logistics to ensure the smooth processing of B2B orders and distribution. You will need to identify challenges in existing B2B operations and work with senior management on implementations of improvement processes and solutions.

RESPONSIBILITIES:

• Coordinate and supervise B2B order processing across Retail Customers.
• Own the B2B retail matrix to ensure, packing, labelling and delivery requirements for all key retail partners understood by all process teams and are adhered to.
• Assist in the measuring and driving of efficient B2B distribution including the observation of SLAs, on-time in full, and compliant deliveries across all Retail customers
• Report on associated chargebacks, fines and penalties incurred from customers, drive accountability and implement required solutions.
• Work collaboratively with warehouse operations to coordinate smooth processing of orders and manage priorities and volume capacity.
• Any other duties and projects as outlined by Line Manager