Customer Services Manager | THG Manufacturing

The role

You will serve as the primary operational conduit between external co-manufacturing partners and internal site functions. You will drive day-to-day operational execution, customer communication, and end-to-end order tracking.

What you will do

• Act as the first port of call for day-to-day customer enquiries regarding production updates, lead times, batch progress, and dispatch schedules.
• Prepare and participate in regular operational update calls with customers.
• Collaborate with internal factory teams to ensure client requirements are executed.
• Raise and track operational bottlenecks or supply chain escalations.
• Collate customer demand forecasts and align them with internal planners.
• Track component and raw material deliveries to support OTIF manufacturing schedules.
• Liaise with site operational teams to monitor kitting activities and scheduled production runs.
• Support regular supply health and risk reporting.
• Translate customer purchase orders into production and planning schedules.
• Raise, monitor, and coordinate production orders within the Ingenuity platform.

Required qualifications

• Previous experience in a customer service, client liaison, supply chain coordination, account coordination, or production administration role.
• Strong verbal and written communication skills.
• 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).
• Comfort working with ERP, MRP, or proprietary ordering portals.

Nice to have

• 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).

Benefits

• Access bespoke development programmes.
• Continued development through an upskilling programme.
• 25 days annual leave plus bank holidays.
• Day off on your birthday.
• 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.
• Access to face-to-face and virtual appointments with an in-house GP.
• Access to a subsidised on-site dentist.
• Access to 247 Employee Assistance Programme (EAP) provided by Bupa.
• State-of-the-art on-site gym.

About the company

THG is a global ecommerce group and a global online leader in beauty and sports nutrition. THG Manufacturing is the dedicated, high-growth contract manufacturing and co-manufacturing division of THG PLC.