Customer Services Manager | THG Manufacturing

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 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.