CX Executive Elites & International

Science In Sport Group is a world leader in sports and performance nutrition. We have two highly regarded brands; SiS, which combines world‑class science and innovation to provide optimal performance nutritional solutions for professional athletes, sports and fitness enthusiasts, and the active lifestyle community. This includes over 320 professional teams worldwide across a broad range of sports including Football, Rugby, Cycling, Athletics, Basketball, Netball, and Swimming. PhD Nutrition is a premium, active‑nutrition brand for the active lifestyle community wanting intelligent nutrition to help them achieve their goals.

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%

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.
• 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 to deliver high‑quality outcomes.
• 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, and actively look for opportunities to contribute to growth.
• Data Awareness: You are comfortable working with account data, identifying trends such as declining orders or growth opportunities, and taking action.
• Execution Excellence: You are highly organised and detail‑oriented, ensuring consistent, accurate delivery across orders, queries, and customer interactions.
• Proactive Mindset: You don’t wait for problems, you anticipate them.
• Collaboration & Communication: You work effectively across teams, building strong relationships with Sales, Logistics, Finance, and customers to deliver results.

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

• Accounts show consistent reorder patterns.
• Clear contribution to upsell and cross‑sell activity.
• Reduced churn signals across managed accounts.
• Increased use of B2B portal across customer base.
• Reduction in manual order processing and email dependency.
• Faster resolution times and improved workflow efficiency.
• 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 in regard to race, colour, religion, gender, gender identity, sexual orientation, national origin, ethnicity, age, disability, marital status, or any other characteristic protected by law.