B2B Global Customer Operations Manager - Retail

Location: Icon 1, WA15 0AF

About Central Functions

Central Functions is formed of the teams and people that serve the entire business. These people are integral to the smooth running of the business; ensuring everyone is paid on time, that materials are sourced and arrive promptly, that we meet our legal obligations and that our health, safety, and security is safeguarded.

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

KPIs

• On-time Order Management
• On-time Query Handling
• On-time & In-Full Compliant Order Delivery
• Delivery of continuous improvement projects

Internal Communication & Relationships:

• Develop effective working relationships across key business stakeholders to support optimal B2B performance
• Work closely with commercial teams to manage on-going account management
• Collaborate with Credit Control, Compliance, Supply Chain, Warehouse and Freight teams

External Communication & Relationships:

• Establish direct relationships with key retail partner’s operational teams to support with on-time and in full compliant delivery into their distribution centres
• Where applicable develop effective working relationships with any 3rd party warehouses utilised by THG for B2B distribution

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

Benefits:

Career Development

• Access bespoke development programmes that have been designed and developed by our in-house L&D team.
• Continued development through our upskilling programme that is delivered in partnership with an industry-leading training provider.

Enhanced Leave

• 25 days annual leave plus bank holidays.
• Don’t want to work on your birthday? We don’t either! Enjoy your day off on us!
• Enhanced maternity and paternity pay, depending on length of service.
• Up to 10 days compassionate leave.
• Buy back up to 3 days each year.
• Unlock 2 days volunteer leave after 12-months.

Wellbeing Support

• Access face-to-face and virtual appointments with our in-house GP.
• Access our in-house CBT therapist.
• Access our 247 Employee Assistance Programme (EAP) which is provided by Bupa.
• State-of-the-art on-site gym.
• Access to our on-site physio.

Other Perks

• Save up to 12% on the cost of personal tech through our salary sacrifice scheme.
• Subsidised bus pass from Manchester City Centre to our ICON office.
• Up to 50% staff discount on THG brands.
• On-site staff shop.
• Access to on-site barber.
• Know someone who would be perfect for THG? Refer them and get up to £1000 when they pass their probation.
• Anniversary gifts when you hit 5 and 10 years of service.