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.