The Inside Job
Business Systems Manager - Customer and Commerce
Solihull
Posted about 22 hours ago
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Role Overview
This role exists to provide leadership and strategic thinking across our customer and commerce technology ecosystem — spanning ecommerce, retail, martech, customer support, and payments. The Business Systems Manager owns the platforms that power how Gymshark sells, markets to, and supports its customers globally. They ensure these systems are best-in-class, deeply integrated, and 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), and customer support (Intercom) — ensuring these platforms are stable, scalable, and delivering measurable business value.
- Partnering with CRM, Loyalty, Digital Product, Brand, and Customer Experience teams to ensure commerce and martech platforms are configured and utilised to their full potential, directly supporting trading performance, CRM strategy, and 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, and vendor relationships for all in-store technology hardware ensuring a consistent, reliable, and 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, and day-one operational capability. You will be required to continuously refine the blueprint based on learnings from each opening.
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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 the 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 Owners 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 3rd 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 3rd 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, and 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, or 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, or 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, and 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
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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.
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Skills
People Management
Shopify Plus
Martech Administration
POS System Management
Supplier Management
ITIL Standards
Project Leadership
Payment Compliance
Stakeholder Management
Change Management
Incident Management
Data Pipeline Management
Retail Hardware Strategy
CRM Strategy
Budgeting and ROI
Process Mapping