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Head of Operations - Fulfil

THG Ingenuity -
Manchester

Quick apply

Job details

11 days ago

Qualifications

Change management
Profit & loss
Continuous improvement
Leadership
Communication skills

Full job description

About THG Ingenuity

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.

About the role

If you're currently a Senior Operations Manager, General Manager, or an experienced operational leader looking to take the next step towards Site Leadership, this is a unique opportunity to accelerate your career.

As Head of Operations, you'll take ownership of the entire fulfilment operation across multiple departments and shifts, acting as the clear second-in-command to the Site Lead while driving performance, cost control, continuous improvement, and people development across the site.

Working closely with an experienced Site Lead, you'll gain exposure to the full breadth of site leadership responsibilities, from strategic planning and commercial performance to leading large-scale change initiatives and peak operational delivery. This role is specifically designed for a high-potential leader with the ambition and capability to progress into a Site Lead position, providing the autonomy, visibility, and development needed to make that transition successfully.

Key Responsibilities

Strategic & Financial Management

Take ownership of the site's operational cost performance (CPU), controlling Labour costs to deliver against the annual budget.
Partner with the Site Lead in planning future capacity requirements for headcount, inventory, and equipment for both peak and off-peak periods.
Drive the continuous improvement and innovation strategy for the site, identifying opportunities for automation, efficiency gains, and cost reduction.
Lead the operational integration of new clients, ensuring a seamless transition and the achievement of all service level agreements (SLAs).
Develop and execute the comprehensive operational plan for the annual peak period (Cyber Weekend), ensuring the site is resourced and prepared to exceed performance targets.

Leadership & People Development

Show up as a visible and inspiring leader to motivate and develop the entire operational management team, including Shift Leads and Team Managers, to achieve their personal and professional goals.
Champion a site-wide culture of high performance, engagement, and accountability across all four shifts.
Own the operational succession plan, identifying and mentoring key talent to build a strong leadership pipeline, with a clear focus on your own development towards the Site Lead role.
Act as the most senior operational leader on-site in the absence of the Site Lead, making critical decisions regarding safety, quality, cost, delivery and people (SQCDP).

Operational Excellence

Oversee all fulfilment departments (Inbound, Outbound, VAS) to ensure they are operating at maximum efficiency, quality, and service levels.
Guarantee a safe working environment for all colleagues, ensuring that all health and safety standards are not just met, but exceeded.
Work with our technology and systems teams to further develop and improve our warehouse management system (WMS) to enhance operational effectiveness.
Uphold and improve standards for fulfilment quality, reducing errors, managing stock integrity, and ensuring all fixed assets are maintained to a world-class standard.

Candidate Requirements

Proven experience managing large, multi-departmental operations within a fast-paced e-commerce, FMCG, or 3PL environment.
A strong track record of leading, developing, and motivating tiered management teams in a 24/7 operation.
Demonstrable commercial acumen, with experience managing P&L, setting and managing budgets, and driving cost-saving initiatives.
A natural leader who embodies our values of 'show up, dig in, get it done' through their work ethic and leadership style.
Experience in leading significant change management or continuous improvement projects.
Ability to make critical decisions under pressure and solve complex problems in a calm and efficient manner.
Excellent interpersonal and communication skills, with the confidence to influence and challenge senior stakeholders, clients, and direct reports.
A clear ambition and the potential to step into a Site Lead position within a 2-year timeframe.
Flexibility to support a 24/7 operation, including weekends and nights as required by the business.
A strong understanding of Health and Safety regulations within a warehouse environment.

THG Ingenuity is proud to be a Disability Confident Committed employer. If you are invited to interview, please let us know if there are any reasonable adjustments we can make to the recruitment process that will enable you to perform to the best of your ability.

THG Ingenuity is committed to creating a diverse & inclusive environment and hence welcomes applications from all sections of the community.

Because of the high volumes of applications our opportunities attract, it sometimes takes us time to review and consider them all. We endeavour to respond to every application we receive within 14 days. If you haven't heard from us within that time frame or should you have any specific questions about this or other applications for positions at THG Ingenuity please contact one of our Talent team to discuss further.

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About the role

Key Responsibilities

Strategic & Financial Management

Leadership & People Development

Operational Excellence

Candidate Requirements

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