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.

Role summary

This role is responsible for making sure customers can pay successfully and that the business is not losing revenue through avoidable payment failures. This role will identify issues, bring the right teams together and ensure that changes are implemented and measured.

Role purpose

Will be responsible for ensuring that all payment methods, payment providers and checkout journeys operate to an optimal standard across the business.

The role will monitor payment acceptance, identify performance issues and opportunities, and work with payment service providers, acquiring banks, technology teams, product teams and commercial stakeholders to improve successful payment completion and reduce avoidable customer friction.

The successful candidate will take ownership of payment-performance reporting, incident escalation and optimisation activity, ensuring that issues are identified quickly, investigated thoroughly and converted into measurable improvements in revenue and customer experience.

Key responsibilities

Payment performance monitoring

Monitor payment performance across cards, digital wallets, PayPal, BNPL and other alternative payment methods.
Track authorisation, acceptance and completion rates by brand, market, payment method, provider, issuer, device and customer journey.
Identify deterioration, unusual trends and performance gaps requiring investigation.
Develop appropriate alerts and thresholds so material payment issues are identified quickly.
Maintain regular reporting that clearly explains performance, causes of movement and actions being taken.

Performance investigation and optimisation

Investigate payment failures and determine whether the cause sits with the PSP, acquirer, issuer, internal technology, checkout journey, fraud controls or customer behaviour.
Analyse decline codes, authentication outcomes, technical failures, retries and abandonment points.
Recommend changes to improve acceptance while maintaining appropriate fraud and risk controls.
Measure the impact of changes and demonstrate the resulting revenue, acceptance or customer-experience benefit.
Maintain a prioritised payment-optimisation roadmap.

PSP and partner management

Act as the operational performance contact for PSPs, acquirers and payment-method partners.
Challenge providers where performance falls below expectations and ensure issues are investigated and resolved.
Hold regular performance reviews with partners and track agreed actions through to completion.