Process Improvement Executive (Customer Support)- FTC

OVERVIEW:

WHAT YOU'LL BE DOING:

• Design, document, and maintain customer support processes, ensuring updates are delivered to a high standard of quality, accuracy, are clearly documented and are accessible through the CS Process Blueprint 

• Lead and facilitate allocated PI projects and serve as a subject matter expert on wider business led projects, demonstrating the ability to work independently and with minimal supervision 

• Independently scope, test and implement new or updated processes, taking accountability for identifying output measures and measuring success against targeted KPIs (CSAT, QA, AHT, FCR) 

• Conduct data-driven deep dives into dashboards, reports, and QA audits to identify and deliver opportunities for efficiency, consistency and quality improvement 

• Collaborate regularly with CS teams through huddles, feedback sessions, and agent insight workshops to consistently capture and act on process challenges 

• Act as a process SME, building trust and being recognised as a supportive and approachable resource across CS and the wider business 

• Partner closely with QA and Training teams, ensuring adherence to the interlock process, consistently embedding process changes with supporting training content and ensuring alignment within QA audits and macros 

• Provide transparent and well-documented updates on PI projects, adhering to the interlock process, delivering consistent, high-quality communications that add value, informs stakeholders and sets clear expectations for input and delivery 

• Apply structured methodology to all PI projects, taking accountability for tracking outcomes and ensuring measurable improvements in cost, efficiency, and customer experience are consistently considered 

• Ensure all process improvement initiatives clearly define expected value and outcomes, with follow-up actions consistently documented to track, measure and validate success 

• Build, maintain and manage trusted stakeholder relationships across CS and the wider business, fostering alignment, influencing decision-making, and driving consistent process improvements while effectively managing expectations 

• Maintain strong, up-to-date knowledge of chatbots, workflows, and AI tools (inc. Co-Pilot) to independently troubleshoot and resolve issues, minimising customer impact and ensuring quality of service 

• Take accountability for personal growth, independently developing skills and knowledge to strengthen the quality and impact of PI project delivery 

WHAT YOU'LL NEED:
Essential Criteria:

• Proven experience in process improvement, process design and documentation 

• Strong analytical skills with the ability to use data and QA insights to drive improvements and decision making 

• Confident leading and facilitating projects independently and acting as a subject matter expert in CS processes 

• Excellent stakeholder management and communication skills, with the ability to build trust and influence stakeholders of all levels 

• Knowledge of Customer Support metrics (CSAT, QA, AHT, FCR) and process methodologies. 

Desirable 

• Familiarity with chatbots, workflows, and AI tools (e.g., Co-Pilot). 

• Experience in change management, Six Sigma or similar project management methodologies. 

CLOSING DATE: Friday 3rd April 2026

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 [email protected]. 

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.

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

Office location specific benefits include (LDN):

• Funded multi-site fitness membership

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.