Retail: Customer Department Manager

London, England, United Kingdom
21 Jan 2022
07 Feb 2022

As a brand, we shout about our mission to unite the conditioning community. To you and I, this is simply bringing together the Gymshark family - those that wear our products, support the brand, follow our Athletes or give us a β€˜like' on socials - basically all the people that have made us the success we are today.

We are super excited, because for the first time in Gymshark history, we'll be taking our purpose offline and setting up shop with a permanent retail space in central London. Our store will behave in a way that's totally unique to Gymshark. That's why this won't be your typical retail role - if you think experience first, retail second, then you won't be far wrong.

The Team Lead at this store will be vital in helping to maintain the vibe that our family feel online, In Real Life (IRL). As a crucial role in the leadership team of our retail space, you'll be key in supporting the whole team to help bring Gymshark to life, in real life. You'll build and connect a hyper-localised and fully engaged community in your market, treating them like family. We don't care if they buy, browse, or just hang out. What matters is providing a safe space where everyone belongs and feels welcome.


There are 4 key pillars of responsibility across our Team Lead roles: Customer, Brand, Operations and People. 20% of this role will focus on the Customer pillar to include duties such as:

  • Lead and protect an exceptional customer experience, ensuring every member of our community is welcomed warmly, and greeted by an excited and inspiring brand ambassador.
  • Expert on all elements of the customer journey, to educate, inform and share.
  • Provide all customers and visitors with 360-degree knowledge of Gymshark and our local community.
  • Drive exceptional NPS results, protect customer retention, and never miss an opportunity to share app features for all customers to benefit from.
  • Build relationships with customers and support the wider team to get to know individual community members, frequent visitors, and long-standing supporters.

Core Team Lead responsibilities:

  • Responsible for supporting the overall day-to-day running and strategic execution of the store, while thinking about the β€˜what next' and being present to the now.
  • Identify and share opportunities both within your pillar and for the wider Gymshark business.
  • Delivering feedback and working alongside your co-collaborators globally.
  • Support with the hiring, developing, and leading of a diverse and world class team that is as excited about Gymshark as we are.
  • Support the management of your team, delivering training, creating learning opportunities and supporting everyone to be their best.
  • Strive to achieve KPIs for your pillar, as demonstrated by the business, by motivating your team through passionate leadership and coaching.
  • Be a role model for brand, customer experience, product knowledge and operational best practice and be able to train the wider team.
  • Support Gymshark's most important assets: our people, customers, and community. Ensure they and their environment are safe and sound at all times. Also have responsibility for physical assets such as building, stock and tech and ensure any losses are minimised and everything is running as it should.
  • Support the store management with the execution of store driven projects as and when needed.


  • Experience in a Team Lead or equivalent role
  • Experience of working in a fast-paced, high volume, agile environment
  • Experience managing teams and are passionate about development
  • Community building in a new market
  • Comfortable working in a digital environment
  • Highly effective communicator, written and verbal
  • You are comfortable shifting gears and spinning multiple plates
  • Must be able to take and give constructive feedback


  • Aligned to and inspired by our brand values
  • A shared passion for our team, customer / community experiences and brand / product education
  • You do everything to ensure community and customer satisfaction
  • Your energy is infectious, you inspire those around you
  • Future focused visionary with integrity
  • A natural networker and connector
  • You do all of this whilst having fun, and ensuring others around you are too
  • You can commit to working where and when the retail teams need you. This could be in-store, on weekends or bank holidays


Real-life humans, each with their own unique set of thoughts, beliefs, cultures and identities with a background and body that is completely individual. Together, as unique individuals, we make Gymshark stronger.

If you're reading this, you're probably applying for or considering applying for a job with us, and we want you to know that Gymshark is an equal opportunity employer. For us, that means we always, and will always, strive to be as inclusive as possible in all aspects of employment and that we do not, and will not, tolerate discrimination of any kind.


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.


At Gymshark we believe in the importance of investing in our employees through their physical, mental, and financial health along with being able to provide some fun and inclusive perks along the way.

πŸ– 33 days holidays (including Bank Holidays) + your birthday
πŸ’° Employer pension contributions up to 7%
πŸ‹οΈβ€β™€οΈ Contribution to a gym membership
🦈 50% Gymshark Discount
πŸ₯‡ Financial, Physical and Mental Wellbeing Support
πŸ€’ Paid time off when you're physically and mentally unwell
🧸 Very Generous Family Leave package - we support you extending your family
πŸ’° Bonus potential

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