Customer Services Manager | THG Manufacturing - #2157579

About THG

We are THG, a global ecommerce group on a mission to be the global online leader in beauty and sports nutrition.

Our portfolio of leading retailers and brands such as LOOKFANTASTIC, Myprotein, ESPA, Perricone MD, and Cult Beauty form our two core businesses: THG Beauty and THG Nutrition.

From Manchester to New York, we’re powered by a team of over 2500 people who work together, lead by example, and think BIG.

With us, you’ll go further, faster. What are you waiting for?

Location: Omega, WA5 3TP (3 days) / Icon 1, WA15 0AF (1 day) / WFH (1 day)

About THG Manufacturing

THG Manufacturing is the dedicated, high-growth contract manufacturing and co-manufacturing division of THG PLC. Operating from state-of-the-art, BRCGS-accredited manufacturing facilities globally, we partner with prestigious household names and global powerhouse brands who trust us to formulate, produce, and scale their product ranges.

Our specialised manufacturing capabilities include:

• Powder Blending (sports nutrition, lifestyle powders, functional health formulations)
• Tablets & Capsules (vitamins, minerals, and dietary supplements)
• Protein Bar Manufacturing (extruded, layered, and premium enrobed formats)
• Fruit Preparations & Concentrates (aseptic processing and clean-label infusions)
  
  

An Unrivaled Growth Trajectory

This is an exceptional time to join our division. THG Manufacturing achieved 300% growth this year, is forecast to deliver another 100% growth next year, and is firmly on track to expand into a £100 million division within 5 years purely in co-manufacturing. Global powerhouse brands trust us under multi-year co-manufacturing agreements, validating our industry credibility, technical excellence, and manufacturing reliability.

About The Role

We are seeking a highly organised, proactive, and customer-focused Customer Services Manager to join our fast-paced co-manufacturing division, reporting directly into the Commercial Director.

In this role, you will serve as the primary operational conduit between our valued external co-manufacturing partners and internal site functions, including Production, Planning, Logistics, and Quality. You will drive day-to-day operational execution, clear customer communication, and end-to-end order tracking—ensuring customer forecasts, purchase orders, production timelines, and stock reconciliations run smoothly from inception through to dispatch.

As a Customer Services Manager you will:

Customer Liaison & Communication

• Operational Point of Contact: Act as the first port of call for day-to-day customer enquiries regarding production updates, lead times, batch progress, and dispatch schedules.
• Customer Updates & Reviews: Prepare and participate in regular operational update calls with customers, providing transparent visibility on open order status and delivery milestones.
• Cross-Functional Coordination: Collaborate closely with internal factory teams (Planning, Production, Materials Management, Quality, and Dispatch) to ensure client requirements are understood and executed smoothly.
• Escalation Support: Promptly raise and track operational bottlenecks or supply chain escalations with internal stakeholders and the Commercial Director, keeping customers proactively informed of resolutions.
  
  

Demand, Supply & Production Coordination

• Demand Planning Interface: Collate customer demand forecasts and align them with internal planners to assess production line capacity and material requirements.
• Supply Planning & OTIF Monitoring: Track component and raw material deliveries to support target On-Time, In-Full (OTIF) manufacturing schedules.
• Production & Kitting Schedules: Liaise with site operational teams across our powder blending, bar, tableting, and fruit preparation plants to monitor kitting activities and scheduled production runs.
• Supply Health Tracking: Support regular supply health and risk reporting, flagging potential raw material or component shortages before they impact production plans.
  
  

Order Processing & Systems Administration

• Order Processing: Accurately translate customer purchase orders into production and planning schedules across THG’s planning systems.
• THG Ingenuity Systems: Raise, monitor, and coordinate production orders within THG’s proprietary Ingenuity platform.
• B2B Portal & Price List Set-Up: Assist with setting up customer price lists on the THGB2B portal and ensure quarterly pricing uploads and system adjustments are maintained accurately in line with agreed terms.
• New Product Range Administration: Assist in setting up initial reporting suites, tracking master SKU data, and ensuring data alignment for new product range introductions.
  
  

Inventory Reconciliation & Operational Control

• Free-Issued Stock Reconciliation: Perform regular reconciliations of customer-supplied (free-issued) raw materials, packaging, and ingredients, tracking usage, investigating discrepancies, and reporting remaining balances.
• Finance & Timings Alignment: Provide timely order movement and production timing updates to the Commercial Director and Finance teams to support revenue tracking and month-end financial reviews.
  
  

What skills and experience do I need for this role?

Essential Requirements

• Previous experience in a customer service, client liaison, supply chain coordination, account coordination, or production administration role (ideally within FMCG, food & beverage, packaging, or manufacturing).
• Strong verbal and written communication skills with the ability to maintain clear, professional, and positive customer relationships.
• High accuracy in order processing, stock reconciliation, and maintaining system data.
• Basic understanding of production workflows, material lead times, and supply chain processes.
• Strong working knowledge of Microsoft Excel (pivot tables, lookups, reporting spreadsheets) and comfort working with ERP, MRP, or proprietary ordering portals.
  
  

Desirable Attributes

• Prior experience working within contract manufacturing (co-man) or third-party client operations.
• Familiarity with food, nutrition, or pharmaceutical manufacturing standards (e.g., BRCGS, GMP).
  
  

Working Pattern & Office Locations

Collaboration and close proximity to our manufacturing plants are essential to our operational velocity. This role follows a hybrid model (4 days on-site / 1 day remote):

• 3 Days per week: THG Omega Campus, Warrington (flagship operational & manufacturing campus)
• 1 Day per week: Icon 1, Manchester Airport (THG Global Headquarters)
• 1 Day per week: Flexible Work from Home (WFH)
  
  

What's in it for me?

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 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.
• 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.
  
  

THG 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 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 please contact one of our Talent team to discuss further.