Customer Account Planner

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: 111 Fieldcrest Ave, Edison, NJ, 08837

Life at THG Beauty 

We know that beauty isn’t one-size-fits-all. Our portfolio of leading retailers and iconic beauty brands caters to everyone, everywhere, empowering customers all over the world to look and feel fantastic.

By combining our portfolio of owned brands with a marketplace for over 1,300 third-party beauty brands through online retail sites LOOKFANTASTIC, Cult Beauty, and Dermstore, THG Beauty's ambition is to be the global digital partner of choice across the beauty industry, supporting the channel shift to online.

THG Beauty’s breadth of relationships is unique to the beauty market; it engages with brands as a retailer, a brand owner, and a product developer and manufacturer, making it the industry’s digital strategic leader. 

About Bentley Labs

Bentley Laboratories is a premier beauty contract manufacturer based in Edison, NJ. For over twenty years, Bentley has been a trusted supplier for the world’s top global beauty brands, creating and producing award-winning innovations across the skincare, bodycare, haircare, hygiene and color cosmetics  categories. Bentley’s core manufacturing capabilities include OTC’S; skincare emulsions; surfactant systems for haircare, bath & body products; hot fill processing for solid stick deodorants, lip balms, and other wax systems; and powders for dry shampoos and loose powder face applications. Known for its innovation capabilities, quality, and manufacturing excellence, Bentley maintains the highest standards in GMP compliance, safety, and operational efficiency.

About the Role

The Customer Account Planner will be responsible for receiving, processing and managing customer orders. This includes but is not limited to Finished Goods, Bulk Only, Line Trials, Pilots, Fill & Assembly, etc. As the primary point of contact between Bentley Labs and customers regarding production orders, the Customer Account Planner will develop and maintain strong customer relationships and ensure effective communication throughout the production process. In partnership with the Demand Planner, this role is responsible for achieving monthly shipped revenue targets by customer through accurate forecasting, while providing weekly reporting, analysis, and actionable insights to leadership, sales, and production teams.

Key Responsibilities

• Manage the order lifecycle from receipt through shipment, proactively coordinating all internal activities including all production materials, components, raw materials, shipping supplies, etc., to ensure production timelines are met and customer-requested ship dates are achieved
• Collaborate with Demand Planning to review annual and monthly customer forecasts, ensuring alignment to shipped revenue targets and forecast accuracy objectives
• Coordinate with Sales and Cost Accounting to confirm accurate and up-to-date pricing structures that support and protect customer margin goals
• Build and maintain strong customer relationships through proactive, transparent communication regarding all stages of the production process
• Process purchase orders in the MRP system and provide customers with order confirmation no more than two business days post PO receipt
• Review Bill of Materials for each new purchase order to verify accuracy and to note any component shortages
• Create no-charge purchase orders to receive customer supplied components, bulk, oils and raw materials and ensure on-time delivery compliance
• Partner with Receiving to verify receipt accuracy and collaborate with Quality to ensure all customer-supplied materials meet both customer and Bentley Labs quality standards
• Participate in daily production meetings to communicate schedule changes, priorities, and risks to cross-functional teams and leadership
• Support new product launches by coordinating timelines, materials and production readiness
• Track work orders, batch records and production data within the MRP systems
• Lead all problem solving investigations relative to production of designated customer projects
• Conduct weekly calls with customers to review status updates, issues and challenges with each purchase order
• Coordinate finished good shipment scheduling with the shipping team and with customers
• Collaborate with customers to manage Bentley-held component inventory, including the identification and resolution of obsolete or excess materials through customer returns, inventory transfers, or disposal activities
• Coordinate with Quality, Accounting, and Warehouse teams to ensure the timely disposition of rejected or failed bulk materials and finished goods
• All other duties that may be assigned

What skills and experience do I need for this role?

• 3+ years in planning, preferably in a contract manufacturing environment
• Strong analytical skills and ability to demonstrate logical analysis to address and resolve business challenges
• Advanced expertise with Microsoft Excel – Power BI and VBA knowledge a plus
• Ability to filter and prioritize sources of information and identify risks and opportunities
• Previous experience in working cross functionally with all levels to complete projects
• Flexible and amenable to changes in a fast-pace, high growth environment
• Must be able to multi- task while accommodating changing priorities
• Knowledge of GMP, FDA and cosmetic industry standards
• Project Management experience a plus

Compensation

• $85,000–$95,000 annually, based on experience, skills, and qualifications.

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.