Business Systems Manager - Customer and Commerce

Gymshark•3h ago

United KingdomOnsiteFull-timeManager Level5+ yrs exp

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Customer Success ManagerBusiness Ops ManagerCustomer Support ManagerBusiness AnalystSystems Engineer

Overview

This role exists to provide leadership and strategic thinking across our customer and commerce technology ecosystem — spanning ecommerce, retail, martech, customer support
payments. The Business Systems Manager owns the platforms that power how Gymshark sells, markets to
supports its customers globally. They ensure these systems are best-in-class, deeply integrated
continuously optimised to enable business growth and surpass the expectations of our customers and internal stakeholders.
WHAT YOU'LL BE DOING:
Identifying strategic opportunities leveraging systems improvements, supplier enhancements and emerging technologies.
Challenging approaches to complex issues, collaboratively to ensure Gymshark achieves the best outcomes.
Being an advocate and champion for Tech across the business, leading as a role model.
Defining and role modelling high quality standards across all core system management activities, including but not limited to Documentation, Training, Change and Incident Management etc.
Supporting corporate project deliveries that requires specific SME (Subject Matter Expert) input or task execution.
Providing valuable input as part of the systems leadership team, providing leadership and consistency across the Systems Team, deputising for the Head of Systems when required.
Assessing the risk of all changes to the systems within portfolio, understanding the impact to the business and conversing with our wider CAB team (Change Advisory Board) when required. Maximising system availability.
Act as a single escalation point of incidents within the Systems Team and preforming the role of a Major Incident Manager when required.
Having detailed understanding of data flows and integrations across their systems portfolio.
Providing concise reporting and analytics to aid improvement identification of new opportunities or risks.
Owning the end-to-end management of Gymshark’s customer and commerce technology portfolio, including ecommerce (Shopify), website, Point of Sale (POS), Inventory Management, online & in store payment methods martech (Braze, mParticle, Bazaarvoice & others), promotions and loyalty (Talon.One)
customer support (Intercom) — ensuring these platforms are stable, scalable
delivering measurable business value.
Partnering with CRM, Loyalty, Digital Product, Brand
Customer Experience teams to ensure commerce and martech platforms are configured and utilised to their full potential, directly supporting trading performance, CRM strategy
customer satisfaction.
Leading the management of payment methods and Shopify Apps across digital and retail channels, ensuring a frictionless customer experience and compliance with relevant payment regulations and security standards.
Overseeing the customer data and activation ecosystem (mParticle, Braze), ensuring data pipelines are accurate, consented, and powering effective personalisation and marketing automation across all channels.
Owning the retail hardware strategy across all Gymshark store environments, including selection, standardisation, lifecycle management
vendor relationships for all in-store technology hardware ensuring a consistent, reliable
scalable estate as the retail footprint grows, working closely with the Service Desk and managed Service Provider in this space.
Defining and maintaining the new store opening configuration blueprint, ensuring every new Gymshark retail and Gym location is set up to a consistent standard — covering system set up for POS & inventory Management configuration, working in tandem with the NSO team who will deploy the hardware, ensure network readiness
day-one operational capability. You will be required to continuously refine the blueprint based on learnings from each opening.
Accountable for:
Leading, developing and coaching a team of system administrators to deliver high quality service to our customers and internal stakeholders.
Managing the recruitment and onboarding of new members ensuring that they team is effectively resourced with the required skills.
Performance and management of all systems within specific portfolio. Ensuring SLA and KPIs are consistently achieved.
Actively prioritising and sequencing work activities/ tasks, changes across their team to ensure delivery to stakeholders and project requirements. Partnering with solution partners/Product Owers to define and deliver the best possible solution and agreeing the roadmap as one unit.
Building long lasting relationships across the business, acting as a trusted partner. Ensuring support on technical limitations and ideation of new approaches to business problems.
Maximising the utilisation of all systems within portfolio, across the business and ensure delivery of measured ROI (Return on Investment).
Effectively manage suppliers and 3 rd parties, to build relationships, assuring support, and position Gymshark at the front of innovation.
Creation and continual management of system portfolio centric roadmaps, aligned with business, stakeholder and tech goals.
WHAT YOU'LL NEED:
Essential Criteria:
People Management and Leadership experience, leading and developing technical team members.
Experience in managing and improving 3 rd party business systems
Management of business relationships and stakeholders.
Supplier management and commercial awareness
Contractual, data protection and legal understanding
Knowledge of ITIL standards and how to apply them
Demonstrable experience managing ecommerce platforms in a retail or DTC environment, with hands-on knowledge of Shopify (Plus) — including apps, themes, checkout configuration
integrations — evidenced through previous roles.
Proven retail experience, including Point of Sale (POS) system management across physical or omnichannel retail environments, with the ability to demonstrate how retail and digital channels have been connected.
Demonstrable martech experience, including administration or system ownership of customer engagement and data platforms such as Braze and mParticle, with evidence of enabling personalisation, campaign automation
audience segmentation at scale.
Demonstrable experience with promotions and loyalty technology, including platforms such as Talon.One, with the ability to evidence how rules-based promotion engines have been configured and managed to support commercial strategy.
Demonstrable customer support technology experience, including ownership or administration of platforms such as Intercom, with evidence of improving team efficiency, customer response times
self-serve resolution through system configuration.
Demonstrable experience managing payment methods in an ecommerce or retail context, including knowledge of payment service providers, checkout optimisation, and ensuring payment compliance and resilience across markets.
Demonstrable experience owning or contributing to website and digital trading operations, including the ability to work with development and product teams to manage platform configuration, releases
system health across a high-traffic ecommerce site.
Project leadership, ownership and management of work
Ability to manage time effectively
Excellent attention to detail
Curious mind, with a drive to learn new technologies/systems at pace

Preferred

Foundation Level ITIL qualification
System specific administration certification
Willing to challenge and be challenged
Willingness to give and receive effective feedback
Ability to work effectively in a high pace environment
Process mapping
CLOSING DATE:
Friday 24th July 2026
LOCATION:
Please note this is a hybrid role and requires the successful candidate to attend at least 3 days a week in GSIQ, Solihull, UK. (This is not negotiable.)
BELONGING AT GYMSHARK.
Our mission is to be a place where everyone belongs. We’re an equal opportunities employer
for us that means we always strive to be as inclusive as possible in all aspects of employment, right from your application. We’re committed to finding reasonable adjustments* for candidates with specific needs or have a disability during our recruitment process
all applicants will be considered fairly and equally. We do not tolerate discrimination of any kind. *If you’d like to request a reasonable adjustment please email talent@gymshark.com .
ABOUT US.
We’re here to unite the conditioning community. We believe that putting the sweat in today, prepares us for tomorrow. So, we give people the tools they need to reach further, go faster, be stronger. We celebrate those who show up – for themselves – to be their physical or mental best, whatever that means for them. It’s what we want for our community
our team. A team that’s growing rapidly around the world. A collective of talented individuals working together to invent Gymshark’s future. Our plans are ambitious
we’re looking for people who want to join us for the ride – our growth will be your growth.
THE PERKS.
Standard benefits include:
Performance-based Bonus opportunity
Funded Healthcare benefit
25 days holiday, additional day for your birthday & Bank Holidays
Contributory Employer pension scheme
Flexible benefits programme – including salary sacrifice EV scheme, dental insurance, cycle to work, tech scheme, holiday trading
Gymshark Employee Discount & long service awards
Access to High Street cashback and discounts
Financial, Physical and Mental Wellbeing Support
Enhanced Family Leave package
Life Assurance
Office location specific benefits include (IQ):
Gym Membership to The Lifting Club (LC)
Onsite lunch provision & coffee bars
EV charge points available
Note: The bonus program and benefits have certain eligibility requirements. Gymshark reserves the right to amend these programs in whole or in part at any time without advance notice.

Required skills

ecommerceretailmartechcustomer supportpaymentsdata managementITIL