Customer Services Manager | THG Manufacturing

Responsibilities

Customer Liaison & Communication

• 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, providing transparent visibility on open order status and delivery milestones.
• Collaborate closely with internal factory teams (Planning, Production, Materials Management, Quality, and Dispatch) to ensure client requirements are understood and executed smoothly.
• 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

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

Order Processing & Systems Administration

• Accurately translate customer purchase orders into production and planning schedules across THG’s planning systems.
• Raise, monitor, and coordinate production orders within THG’s proprietary Ingenuity platform.
• 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.
• Assist in setting up initial reporting suites, tracking master SKU data, and ensuring data alignment for new product range introductions.

Inventory Reconciliation & Operational Control

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

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.

THG Ingenuity Systems

B2B Portal & Price List Set-Up:

Finance & Timings Alignment

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 to our subsidised on-site dentist.
• 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.