Customer Success Manager - US Fulfilment

About the role

THG Ingenuity is a fully integrated digital commerce ecosystem, designed to power brands without limits. Our global end-to-end tech platform is comprised of three products: THG Commerce, THG Studios, THG Fulfilment. Each represents a single, unified solution, overcoming challenges and taking brands direct-to-consumer. Our client portfolio includes globally recognised brands such as Coca-Cola, Nestle, Elemis, Homebase, and Proctor & Gamble. Location: New Jersey, USA. We are looking for a commercially minded Customer Success Manager to join THG Fulfil as we continue to scale our fulfilment and technology offering across the US. Based in New Jersey, you will manage relationships with a portfolio of enterprise customers, acting as a trusted partner across their fulfilment operations and wider supply chain. You will work closely with customers and internal teams to ensure exceptional service delivery, identify opportunities for growth, and help shape the continued development of our US proposition. This is a highly collaborative role, working across operations, technology, automation, project management and commercial teams to deliver solutions that support our customers' growth.

Responsibilities

• Customer & Relationship Management: Own day-to-day relationships with a portfolio of US fulfilment customers, building strong, long-term partnerships; act as a trusted advisor, developing a deep understanding of each customer's business, operating model, priorities and growth plans; maintain regular communication with customers, ensuring expectations are aligned and challenges are surfaced and resolved quickly; take ownership of customer sentiment and satisfaction, ensuring customers consistently see THG Fulfil as a strategic partner.
• Account Management & Growth: Identify opportunities to expand relationships across fulfilment, ecommerce, procurement, automation and other THG Fulfil services; understand customer growth plans and identify where THG's technology and fulfilment capabilities can support their requirements; support contract renewals, commercial discussions and expansion opportunities in partnership with the wider commercial team; develop strong knowledge of the US fulfilment market and customer landscape to help identify opportunities for account growth.
• SLA & Performance Management: Own the customer relationship around service performance, SLAs and KPIs; produce and present regular performance reporting, using data and insight to demonstrate operational performance and value; proactively identify performance risks and work with operational teams to develop and implement corrective actions; ensure customers have clear visibility of performance against contractual commitments.
• Client Onboarding & Implementation: Support the onboarding and implementation of new US customers onto the THG Fulfil platform; act as a key customer contact throughout implementation, working closely with project management, operations and technology teams; help ensure new accounts transition smoothly from implementation into business-as-usual operations.
• Escalation Management: Take ownership of customer issues and escalations, coordinating internal teams to drive timely resolution; maintain clear and proactive communication with customers throughout the resolution process; ensure significant operational or commercial risks are escalated appropriately to senior leadership.
• Change & Transformation: Act as a key point of contact for customer change requests and operational improvements; coordinate internal and external approvals, ensuring changes are clearly documented and commercially understood; work with technology, operations and automation teams to identify opportunities to improve customer performance and experience.
• Commercial & P&L Management: Develop a strong understanding of the commercial performance and P&L of your accounts; monitor account profitability, identifying areas where costs, margins or charging structures require attention; partner with finance and commercial teams to ensure accounts remain commercially healthy; identify opportunities to improve account value and profitability as customer volumes and requirements evolve.
• Data & Customer Insight: Use customer and operational data to drive meaningful conversations and recommendations; analyse metrics including order volumes, fulfilment accuracy, returns, inventory and service performance to identify trends and opportunities; translate operational data into clear insights that demonstrate the value THG Fulfil provides to customers.
• Internal Collaboration: Build strong relationships across US and global teams, including Operations, Technology, Automation, Project Management, Finance and Commercial; act as the bridge between customer requirements and internal delivery teams; ensure customer feedback and market insight is shared internally to help continually improve our US proposition; work closely with UK/global teams while taking ownership of the customer relationship within the US market.

Pay

Salary range: $70,000 - $100,000