Senior Product Manager – Customer & IRL

OVERVIEW:

As Senior Product Manager for Customer & IRL, you will define and lead a best-in-class MarTech strategy, driving customer engagement, loyalty, and personalisation across our digital ecosystem. This role is key to shaping how customers interact with our brand, leveraging insights, AI-driven personalisation, and emerging technologies to increase retention and lifetime value. You will collaborate cross-functionally to deliver seamless, scalable solutions that create measurable business impact.

WHAT YOU'LL BE DOING:

• Develop and execute a strategic product vision and roadmap for Customer & IRL, ensuring alignment with business objectives and customer needs

• Drive key outcomes such as increased purchase frequency, repeat rates, customer lifetime value, and overall engagement

• Differentiate digital products (Web, App & Train) through expertise in app customer experience, technology, and experimentation

• Lead end-to-end delivery of key initiatives, working closely with development teams to ensure high-quality, timely execution

• Own and prioritise the product backlog, ensuring initiatives deliver maximum value for both customers and the business

• Collaborate cross-functionally with Technology, CRM, Marketing, and Commercial teams to refine requirements, optimise delivery efficiency, and manage interdependencies

• Take a hands-on approach to backlog management, defining epics and driving execution through agile sprints

• Develop and implement go-to-market strategies for customer engagement initiatives, ensuring smooth adoption and measurable outcomes

• Partner with Finance to evaluate business cases, revenue potential, and commercial viability of proposed initiatives

• Apply data-driven experimentation (A/B testing, segmentation, and personalisation) to optimise engagement and retention

• Stay ahead of market and industry trends, leveraging innovation in MarTech, AI, and automation to elevate customer experiences

• Foster alignment and transparency across Digital, CRM, Insights, Retail, and Marketing teams

• Provide leadership and coaching to junior Product Managers, raising team capability and standards of execution

• Communicate roadmap priorities, delivery progress, and business impact to executive leadership and key stakeholders

• Balance long-term strategic thinking with near-term delivery, maintaining focus on execution while driving broader vision

• Mentor and develop Product Managers in customer engagement, loyalty, and personalisation expertise

WHAT YOU'LL NEED:

Essential:

• Product management experience in MarTech, CRM, loyalty, or personalisation

• Strong analytical, commercial, and stakeholder management skills

• Hands-on with A/B testing, agile delivery, and optimisation tools

• Experience leading cross-functional delivery in a fast-paced environment

• Proven ability to balance strategic vision with hands-on execution

• Deep understanding of app and web customer journeys

WHAT YOU COULD ALSO HAVE

• Background in fitness, retail, or eCommerce

• Experience with CDPs and personalisation tools (e.g. mParticle, Braze, Dynamic Yield, Looker)

• Familiarity with AI-driven engagement and automation

• Commercial awareness and experience building revenue-driving features

This is a hybrid role and would require the successful candidate to attend at least 3 days a week in GSIQ, Solihull, UK.

CLOSING DATE: MONDAY 7th JULY 2025

BELONGING AT GYMSHARK.

Our mission is to be a place where everyone belongs. We’re an equal opportunities employer, and 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, and 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, and 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, and we’re looking for people who want to join us for the ride – our growth will be your growth.

THE PERKS.

🙌 Competitive ‘Win Together, Lose Together’ Bonus
🩺 Choice of Private Medical Insurance or Healthcare Cash Plan, paid for by us!
🏖 25 days holidays + your birthday and all the Bank Holidays which can be substituted and taken whenever you want.
💻 A truly Flexible Working Culture
👥 A collaborative, creative and inspiring working environment
💰 Employer pension contributions up to 7%
🤩 Life Assurance at four times your basic salary
🦈 50% Gymshark Discount
🎁 Gymshark Gift Card for each year of service
🛍️ Discounts, Cashback and Savings programme
🥇 Financial, Physical and Mental Wellbeing Support
📚 Great Training and Learning Resources
🖥 Choice of hardware and access to the best software
🤒 Paid time off when you’re physically and mentally unwell
🧸 Very Generous Family Leave package – we support you extending your family
🍎 Refuel - Healthy fresh food at GSHQ
🏋️‍♂️ Lifting Club (LC) Gym Membership
👉 Free monthly massages
💈 Beauty and Barber facilities
🚘 Free on-site parking