Who We Are

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. Brand ambassadors include former track cyclist Sir Chris Hoy, an eleven-time world champion and six-time Olympic champion, 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. It’s an exciting time for PhD Nutrition as 2026 will kick off an entirely new line up of brand ambassadors, from hybrid athletes to qualified sports nutritionists.

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 and most importantly, allowing Science In Sport to lead the way for quality standards.

Science In Sport is the nutrition partner to globally recognised elite teams, including Tottenham Hotspur, Saracens Rugby, British Triathlon, Aquatics GB, British Cycling, England Netball and Loughborough Sports. As well as being the Official Energy Gel Provider of RunThrough and the Official Nutrition Partner of Ultra X.

The Role

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

1. 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, taking direct action or escalating where needed to drive revenue and retention.

2. Retention & Customer Engagement - You will actively manage customer relationships to ensure consistent engagement, satisfaction, and repeat purchasing behaviour.
   This includes regular check-ins, supporting onboarding of new customers, and ensuring customers are fully enabled to order efficiently, particularly through the B2B portal.

3. 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. You will manage order processing, issue resolution, claims handling, and delivery tracking, ensuring strong OTIF performance and minimal disruption to the customer.

4. Portal Adoption & Process Optimisation - You will play a key role in driving adoption of the B2B portal, reducing manual order processing and improving efficiency. You will support customers in onboarding, troubleshooting issues, and identify opportunities to streamline processes, reduce cost-to-serve, and improve scalability.

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. You actively engage customers and stakeholders to drive better outcomes.

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

Revenue & Retention Support

• Accounts show consistent reorder patterns
• Clear contribution to upsell and cross-sell activity
• Reduced churn signals across managed accounts

Efficiency

• Increased use of B2B portal across customer base
• Reduction in manual order processing and email dependency
• Faster resolution times and improved workflow efficiency

Operational Reliability

• Strong OTIF delivery performance
• Reduced claims, errors, and escalations
• Accurate and timely order handling

Customer Engagement

• Positive customer feedback and strong relationships
• Customers are confident, self-sufficient, and engaged
• Smooth onboarding of new accounts

Specific metrics will be set when in role and will be reviewed and built upon regularly. Alongside this, you will be supported with a personal performance plan that will enable you to continue improving your own performance and impact.

Attributes – experience and mindset that will enable you to do well in this role.

Commercially Curious

You are interested in how the business makes money and actively look for ways to contribute to growth.

Detail-Oriented Executor

You take pride in getting the basics right, ensuring accuracy and consistency in everything you deliver.

Customer-Focused

You build strong relationships and take ownership of delivering a great customer experience.

Proactive & Solutions-Focused

You identify issues early and take action, rather than reacting once problems arise.

Team Player

You work collaboratively and support wider team objectives, contributing to a high-performing environment.

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. We fully support reasonable adjustments throughout our recruitment process, to provide an inclusive and welcoming recruitment experience.