Business Systems Manager - Customer and Commerce

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. 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.

Accountable for: Leading, developing and coaching a team of system administrators to deliver high quality service to our customers and internal stakeholders.