CX Executive Elites & International in Blackburn

Science In Sport Group is a world leader in sports and performance nutrition. We have two highly regarded brands: SiS and PhD Nutrition, serving professional athletes and the active lifestyle community worldwide. This includes over 320 professional teams across a broad range of sports including Football, Rugby, Cycling, Athletics, Basketball, Netball and Swimming. Brand ambassadors include former track cyclist Sir Chris Hoy and Eilish McColgan, who won gold in the 2022 Commonwealth Games 10,000 metres.

PhD Nutrition is a premium, active-nutrition brand for the active lifestyle community wanting intelligent nutrition to help them achieve their goals. With over 20 years of research and development, our products are designed to maximise performance in and out of the gym. The two brands sell through the phd.com and scienceinsport.com digital platforms, third-party online marketplaces including Amazon, as well as extensive domestic and international retail distribution.

In 2022 the company opened a state-of-the-art 160,000 square-foot manufacturing and logistics facility in Blackburn, Lancashire, providing a significant advantage in product costs and customer response time.

The role of a Customer Growth Executive – Elite & International is focused on the hands-on execution of customer growth, retention, and operational excellence across our Elite customers and international partner base. You will be responsible for day-to-day account performance management, working closely with Elite teams, distributors, and global partners to drive reorder behaviour, improve customer experience, and unlock incremental revenue opportunities.

This role plays a critical part in shifting Customer Experience from reactive service to proactive commercial support, ensuring customers are engaged, retained, and operating efficiently through scalable processes such as the B2B portal. You will work closely with the Customer Growth Manager and cross-functional teams to execute growth strategies, identify opportunities, and maintain operational excellence across global markets.

Contract: Permanent

Salary: Up to £30,000

Working Hours: Monday – Friday 09:00 – 17:30

Location: Blackburn

Benefits:

• On-site gym
• Cycle to work scheme
• Product discount
• Birthday day off
• Pension scheme, employer contribution at 4%

The Work – Your 4 most important responsibilities:

• Account handling & Growth Execution: You will take ownership of the day-to-day performance of Elite & International accounts, monitoring order patterns, reorder cadence, and engagement levels. You will proactively identify growth opportunities, upsell/cross-sell potential, and churn risks.
• Retention & Customer Engagement: You will actively manage customer relationships to ensure consistent engagement, satisfaction, and repeat purchasing behaviour.
• Operational Execution & Order Management: You will ensure the smooth execution of all orders and customer requests, working closely with Logistics, Finance, and Sales.
• Portal Adoption & Process Optimisation: You will play a key role in driving adoption of the B2B portal, reducing manual order processing and improving efficiency.

Accountability – what you are responsible for delivering:

• Support delivery of Net Revenue Retention (NRR) through proactive account management.
• Contribute to account growth vs prior year through upsell and engagement activity.
• Drive portal adoption and reduction in manual transactions.
• Support cost-to-serve reduction through efficient order and query handling.
• Deliver strong OTIF performance through effective coordination.
• Minimise credit and claims through accurate execution and issue prevention.
• Maintain high customer satisfaction while supporting commercial outcomes.

Capability – the skills and behaviours required to do this job well:

• Commercial Awareness: You understand how your actions impact revenue, retention, and margin.
• Data Awareness: You are comfortable working with account data, identifying trends and taking action.
• Execution Excellence: You are highly organised and detail-oriented.
• Proactive Mindset: You anticipate problems and engage customers to drive better outcomes.
• Collaboration & Communication: You work effectively across teams, building strong relationships.

Performance – how you will know you are doing a great job:

• Accounts show consistent reorder patterns.
• Clear contribution to upsell and cross-sell activity.
• Increased use of B2B portal across customer base.
• Strong OTIF delivery performance.
• Positive customer feedback and strong relationships.

Science in Sport Group is an equal opportunity employer; we value diversity and strive to cultivate an inclusive workplace. We do not tolerate discrimination of any kind.