Process Improvement Executive FTC

OVERVIEW:

WHAT YOULL BE DOING:

• Design document andmaintaincustomer support processes ensuring updates are delivered to a high standard ofquality accuracyareclearly documentedandare accessiblethrough the CS Process Blueprint

• LeadandfacilitateallocatedPIprojectsand serve as a subject matter expert onwiderbusinessledprojectsdemonstratingthe ability to work independently and with minimal supervision

• Independently scopetestand implementnew or updated processes takingaccountabilityforidentifyingoutput measuresandmeasuring success against targeted KPIs (CSAT QA AHT FCR)

• Conductdata-driven deep divesinto dashboards reports and QA audits toidentifyand deliver opportunities for efficiencyconsistencyand quality improvement

• Collaborate regularly with CS teamsthrough huddles feedback sessions and agent insight workshops toconsistently capture and act on process challenges

• Act as a process SMEbuilding trust and being recognised as a supportive and approachableresourceacrossCS andthe wider business

• Partner closely with QA and Training teamsensuringadherence to the interlock process consistently embedding process changes with supporting trainingcontentand ensuring alignment within QA auditsand macros

• Provide transparent and well-documented updateson PI projectsadhering to the interlock processdelivering consistent high-quality communications thatadd value informsstakeholdersand setsclear expectations for input and delivery

• Apply structuredmethodologyto all PIprojects takingaccountabilityfor tracking outcomes and ensuringmeasurable improvementsin cost efficiency and customer experienceare consistently considered

• Ensure all process improvement initiativesclearly define expected valueand outcomes with follow-up actions consistently documented totrackmeasureandvalidatesuccess

• Buildmaintainand managetrusted stakeholder relationshipsacross CS and the wider business fostering alignment influencing decision-making and driving consistent process improvements while effectively managing expectations

• Maintain strong up-to-date knowledgeof chatbots workflows and AI tools (-Pilot) to independently troubleshoot and resolve issuesminimising 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 YOULL NEED:

Essential Criteria:

• Proven experience in processimprovementprocessdesignanddocumentation

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

• Confident leadingandfacilitatingprojects independently and acting as a subject matter expertin CS processes

• Excellent stakeholder management and communication skills with the ability to build trust and influencestakeholders 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 managementSixSigmaor similarproject managementmethodologies.

CLOSING DATE: Friday 3rd April 2026

BELONGING AT GYMSHARK.

Our mission is to be a place where everyone belongs. Were 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. Were 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 youd like to request a reasonable adjustment please email .

ABOUT US.

Were 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. Its what we want for our community and our team. A team thats growing rapidly around the world. A collective of talented individuals working together to invent Gymsharks future. Our plans are ambitious and were 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.