Digital Product Manager (Customer & Loyalty)

OVERVIEW

This Product Manager role sits at the heart of Gymshark's Customer & Loyalty function, driving the technology, data, and product capabilities that create personalised and engaging customer experiences across digital and in-real-life touchpoints. You will own key initiatives that strengthen customer retention, loyalty, and lifetime value by improving how customer data is captured, connected, and activated across the Gymshark ecosystem.

WHAT YOU'LL BE DOING

As a Product Manager within Customer & Loyalty, you will:

• Own and execute key parts of the Customer & Loyalty roadmap, prioritising initiatives that improve retention, engagement and customer revenue.
• Work closely with engineers, designers and technical stakeholders to define, shape and deliver product enhancements across web, app and IRL platforms.
• Translate customer, business and operational needs into clear product requirements, epics, and user stories that enable scalable delivery.
• Partner with CRM and Marketing teams to ensure the right product capabilities exist to deliver more relevant, personalised and effective customer communications.
• Collaborate with Data, Analytics and Marketing teams to improve event tracking, KPI measurement and insight generation across customer & loyalty journeys.
• Be comfortable working in agile sprints, supporting squad ceremonies and confidently mapping user journeys and flows.
• Contribute to business cases and prioritisation decisions by combining customer insight, operational understanding, technical feasibility, and commercial impact.
• Communicate roadmap updates, delivery progress, risks and outcomes to stakeholders at multiple levels.
• Manage multiple concurrent product development tracks, ensuring fast execution without sacrificing quality.
• Own and define the AB testing plan, identify suitable test hypothesis and share pre and post analysis with the core squad.

WHAT YOU'LL NEED

Essential Criteria

• Demonstrable experience in digital or eCommerce product management, with exposure to customer, CRM, loyalty, data, platform or systems-led product areas preferred.
• Strong ability to work with engineering teams on technically complex problems, translating between business context and technical implementation.
• Experience defining and delivering product requirements for both front and backend services, platform capabilities, systems integrations or operationally complex product features.
• Strong understanding of product discovery and delivery in an agile environment, including backlog management, sprint planning, and prioritisation.
• Confident working with APIs, system dependencies, data flows, third-party platforms and integration-based product challenges (e.g: Shopify).
• Strong communication skills, with the ability to bring clarity to ambiguity and align cross-functional teams around outcomes and delivery plans.
• Analytical mindset with the ability to use data, customer insight, and operational context to inform product decisions.
• Experience managing multiple product development tracks in a fast-paced environment without losing attention to detail.
• Strong stakeholder management skills, with the confidence to collaborate, challenge constructively and influence decisions across product, technology and business teams.
• Curious and proactive, with a bias for action and a strong sense of accountability.