Senior Social Commerce Manager

About THG Ingenuity 

THG Ingenuity is a proprietary Software-as-a-Service (SaaS) technology, robotics, and operations platform built for global ecommerce. Developed through more than two decades of operating ecommerce and retail services at scale, its software and automation capabilities have been engineered, tested, and refined through the real-world demands of managing complex commerce operations. Today, THG Ingenuity provides an integrating operating environment that enables brands to intelligently optimise the entire commerce lifecycle from browsing and checkout to AI inventory management and forecasting, automated fulfilment, carrier control, and customer experience. The platform comprises: 

• THG Fulfil: The fulfilment operating system for global ecommerce. Delivered via a proprietary SaaS and Robotics-as-a-Service (RaaS) model, THG Fulfil orchestrates every stage of checkout, fulfilment, delivery, and customer experience through an integrated system. 

• THG Studios: The UK's most innovative creative hub, helping brands create content that connects, experiences that engage, and IP that scales, all from its end-to-end, in-house facilities.  

• THG Commerce: A cloud-native technology stack enabling retailers and brands to create intelligent, AI-powered, digital shopping experiences, while integrated marketplace and social commerce functionality allows brands to reach customers across every sales channel 

With its expertise in building and scaling brands, THG Ingenuity is uniquely positioned to bring pertinent, pragmatic, and global know-how across all aspects of commerce. 

 About the Role 

The Senior Social Commerce Manager is a senior, client-facing role within THG Ingenuity’s Partnership Marketing team, responsible for the strategy and delivery of TikTok Shop across our client portfolio. 

Reporting into the Head of Partnership Marketing, you’ll own what we recommend to our TikTok Shop clients and make sure we deliver it brilliantly - setting the strategy for each account, monitoring performance and driving it forward, building strong client relationships, and holding a high bar on the quality of every service we deliver. 

This is a role for someone who combines deep TikTok Shop expertise with commercial judgement and confident client management. You’ll be the senior point of contact for your clients, the person the delivery team looks to for direction, and a key partner to the Head of Partnership Marketing in growing our Social Commerce offering. 

Reporting Line & Team Structure 

• Reports into: Head of Partnership Marketing. 

• Team leadership: Social Commerce Executives within the Partnership Marketing team, with day-to-day leadership of TikTok Shop delivery across your client accounts. 

• Key internal relationships: Ecommerce, Customer Success, Creative, Studios, Content, Paid Social, Trading and Operations teams. 

• Key external relationships: Client brand, ecommerce and marketing teams, TikTok platform partners, and creator and affiliate partners. 

Key Responsibilities 

TikTok Shop Strategy 

• Own the TikTok Shop strategy for each client account - setting clear objectives, growth plans and trading priorities aligned to the client’s wider commercial goals. 
• Build and present strategic plans covering shop set-up, product and catalogue strategy, pricing and promotions, content, live shopping, creator and affiliate activity, and paid amplification. 
• Align TikTok Shop activity with each client’s trading calendar, key retail moments and wider THG Ingenuity services to maximise commercial impact. 
• Translate platform updates, new formats and social commerce trends into clear, actionable recommendations for clients. 

Delivery & Service Quality 

• Take accountability for the end-to-end delivery of TikTok Shop services across your clients, ensuring work is delivered on time, on brief and to a consistently high standard. 
• Direct and support the Social Commerce Executives and wider delivery teams day to day - prioritising workload, reviewing outputs and stepping in early where delivery starts to drift. 
• Establish and maintain best-practice frameworks, processes and playbooks for TikTok Shop set-up, optimisation and campaign delivery. 
• Set quality standards and QA processes across listings, content, creator activity and reporting, so every client receives the same high level of service. 
• Coordinate effectively with creative, content, studio, paid social, ecommerce and operations teams so TikTok Shop activity is joined up and commercially aligned. 

Performance Monitoring & Optimisation 

• Monitor TikTok Shop performance across your client portfolio, tracking GMV, conversion rate, AOV, traffic, content and creator performance, and return on spend. 
• Own performance against agreed client KPIs and targets - identifying risks and opportunities early and leading the optimisation plan to close any gaps. 
• Turn data into insight, delivering clear, commercially focused reporting and recommendations to clients and internal stakeholders. 
• Use testing and learning to continuously improve shop performance, content effectiveness and creator ROI. 

Client Relationships 

• Act as the senior day-to-day contact for your TikTok Shop clients, building trusted, long-term relationships at senior and working levels. 
• Lead regular client meetings, performance reviews and QBRs, presenting results, insight and forward plans with confidence. 
• Manage client expectations, feedback and escalations professionally, resolving issues quickly and protecting the relationship. 
• Drive client satisfaction and retention, and identify opportunities to grow accounts - from expanded TikTok Shop scope into wider THG Ingenuity services - working with Customer Success and Business Development. 

Team & Business Development 

• Coach and develop Social Commerce Executives, sharing expertise and building capability across the team. 
• Support the Head of Partnership Marketing in shaping the TikTok Shop and Social Commerce proposition, including pitches, case studies, new client onboarding and process improvement. 
• Contribute platform and client insight to THG Ingenuity’s TikTok partnership, and share knowledge across the wider business. 

What We’re Looking For 

• Proven experience managing TikTok Shop at a senior level, ideally across multiple brands or client accounts in an agency, ecommerce or brand-side environment. 
• A track record of setting social commerce strategy and delivering measurable commercial growth (GMV, conversion, ROI). 
• Strong client management experience - confident building senior relationships, presenting strategy and performance, and handling challenging conversations. 
• Deep understanding of the TikTok Shop ecosystem, including Seller Center, affiliate and creator programmes, shoppable content, LIVE shopping and GMV Max / paid amplification. 
• Highly data-literate, with the ability to analyse performance, draw out insight and turn it into clear actions. 
• Experience leading or mentoring others, and directing cross-functional teams to deliver to a high standard. 
• Excellent organisation and attention to detail, with the ability to manage multiple clients and priorities at pace. 
• Commercially minded, proactive and solutions-focused, with a genuine passion for social commerce and creator culture. 

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.