Senior E‑Commerce Fulfilment Operations Lead

THG Ingenuity Ltd.; Manchester; On-site; GBP 50,000 - 70,000; Full time

Job summary

THG Ingenuity is seeking an Operations Manager to join the Fulfilment team. You will own day-to-day operational performance across client portfolios, drive continuous improvement, and collaborate with Client Services, Fulfilment Operations, Carriers, Data, Merchandising and warehouse teams.

You will apply strong ecommerce experience, manage competing priorities in a fast-growth environment, ensure SLA adherence, and turn data into action within a technology-led, automated fulfilment network

Qualifications

• Demonstrable operations management experience in ecommerce/logistics.
• Experience managing multiple priorities, clients and stakeholders.
• Understanding of warehouse, inventory and fulfilment processes.
• Strong data and analytical skills with Excel ability.
• Track record of delivering process improvement projects.
• Commercial awareness linking ops performance to SLAs and cost-to-serve.
• Excellent communication and stakeholder management.
• Able to prioritise and allocate time effectively.
• Highly organised and motivated team player.

Responsibilities

• Acting as the senior operational point of contact for your client portfolio, building strong relationships and representing operations in client reviews and escalations
• Building and owning management information, reporting and client-facing presentations that surface performance trends, quantify commercial impact and identify improvement opportunities
• Identifying and delivering operational efficiency and transformation projects that improve service, accuracy and cost-to-serve
• Owning peak and seasonal trading readiness, ensuring capacity, stock and resource plans are in place to protect SLAs during high-volume periods
• Partnering with Fulfilment Operations, Data, Merchandising and Tech to turn recurring operational issues into systemic, automation-led fixes
• Owning the end-to-end resolution of problem orders, using our internal systems (WMS and the client portal) to investigate root cause and prevent recurrence
• Owning the review and delivery of key performance indicators: dispatch volumes, on-time dispatch, NDD SLAs, outstanding order management and stock reconciliations, and leading corrective action with the Client Services and operations teams
• Overseeing the creation and coordination of kitting and bundling jobs for clients, ensuring they are delivered accurately and to deadline
• Managing held and quarantined stock, working closely with the account management team to identify, resolve and prevent the root causes of stock holds
• Coordinating stock checks and cycle counts with the inventory teams, and owning the accuracy of stock reconciliations
• Overseeing internal warehouse and inter-site transfers, ensuring stock movements are accurate and fully tracked
• Managing service desk (SD) ticket resolution and response SLAs for issues such as CCTV requests, missing or incorrect items and delivery exceptions, using ticket trends to drive process improvement

Skills

Operations management

Stakeholder management

Data analytics

Excel advanced

Warehouse & fulfilment

Tools

Excel

WMS

Client portal

Job description

THG Ingenuity is seeking an Operations Manager to join the Fulfilment team. You will own day-to-day operational performance across client portfolios, drive continuous improvement, and collaborate with Client Services, Fulfilment Operations, Carriers, Data, Merchandising and warehouse teams.

You will apply strong ecommerce experience, manage competing priorities in a fast-growth environment, ensure SLA adherence, and turn data into action within a technology-led, automated fulfilment network