Digital Systems and Process Manager

The Company:

We are a founder led and owned British heritage leather goods and accessories brand. Born 45 years ago, we have been designers, manufacturers, wholesalers and retailers and, like our products, we hope we get better with age! Our creative and operational home is based in our converted stables in beautiful Hertfordshire parkland with our Distribution Centre just 10 minutes away in Hemel Hempstead.

The role:

This role exists to continuously improve how our systems, data, and processes work together to support profitable growth and operational efficiency across the business.

The focus is on optimising the system landscape, simplifying workflows, improving data quality and automation, and ensuring the business is getting full value from the platforms it already owns introducing new systems only where there is a clear commercial case.

The role acts as a bridge between technology and the wider business, ensuring systems are designed, configured, and used in a way that genuinely supports teams day-to-day and scales with growth.

Where:

Based at our stables in Great Gaddesden, our team enjoys working together - collaborating, sharing ideas and being part of a family at work.

Office hours:

Monday - Friday (37.5 hours per week or as necessitates this senior role)

Reporting to:

Head of Ecommerce & Technology

Your character and skills will include:

• 3+ years hands-on experience in a UK retail business using systems such as NetSuite (ERP), Centra (Ecommerce), WMS, POS, integration platforms and BI 
• Strong analytical skills, including advanced Excel
• Experience analysing business processes and translating them into system and workflow improvements
• Degree educated (or equivalent experience)
• Naturally curious about how systems and processes really work, not just how they were designed to work
• Enjoys untangling complexity and replacing it with simple, repeatable, well-documented processes
• Thinks commercially about systems investment, ROI, and total cost of ownership
• Always calm, structured, and credible when working with stakeholders across multiple departments
• Being comfortable challenging existing ways of working where they no longer serve the business

OSPREY LONDON Values:

· AUTHENTICITY - Being sincere, genuine and honest at all times; be your true self

· COLLABORATION - Working together effectively to achieve our goals; share and communicate

· PRIDE - Aspiring to be the best in everything we do; show your passion and how much you care

· TRUE GRIT - Showing determination and perseverance in all that you do; never give up

· VISION - Using your creativity and experience to plan for the future; never stand still

Your main responsibilities will be:

Systems & Process Optimisation:

• Own and evolve the end-to-end systems and process landscape, ensuring platforms work together efficiently
• Analyse existing workflows across departments, identifying inefficiencies, duplication, and manual work
• Design and implement simplified, scalable business processes supported by system configuration, not workarounds
• Ensure systems are configured and used consistently, supported by clear documentation and SOPs
• Drive automation of reporting and operational processes wherever possible
• Regularly review system usage and adoption, ensuring teams are getting full value from existing tools
• Act as a custodian of data integrity across core systems and reporting

Systems Roadmap & Change:

• Own and evolve the end-to-end systems and process landscape, ensuring platforms work together efficiently
• Analyse existing workflows across departments, identifying inefficiencies, duplication, and manual work
• Design and implement simplified, scalable business processes supported by system configuration, not workarounds
• Ensure systems are configured and used consistently, supported by clear documentation and SOPs
• Drive automation of reporting and operational processes wherever possible
• Regularly review system usage and adoption, ensuring teams are getting full value from existing tools
• Act as a custodian of data integrity across core systems and reporting

Delivery & Change Management:

• Manage the implementation of approved system changes and enhancements
• Define milestones and success measures aligned to business outcomes, not just delivery timelines
• Ensure thorough testing and QA for all system changes, upgrades, and integrations
• Oversee integrations between ecommerce, ERP, POS, WMS, marketplaces, PIM, and third-party partners
• Ensure all changes are fully documented and handed over with clear ownership

People & Cross-Functional Support:

• Line manage and develop the Systems Process Coordinator
• Set priorities, provide training, and ensure consistent standards across documentation and delivery
• Support cross-functional initiatives such as supply chain, marketplace, and wholesale process improvements
• Partner with Marketing to ensure tracking, reporting, and data structures support campaign performance

Maintenance, Stability & Risk:

• Act as the primary escalation point for system issues across Head Office and stores
• Ensure issues are resolved within agreed SLAs, either internally or via third-party vendors
• Run a structured upgrade and regression testing programme across all core platforms
• Monitor system integrations and proactively address failures or data issues
• Ensure reporting remains accurate, automated, and trusted
• Own IT resilience, security, and business continuity planning

What does success look like?

• Simplified how teams work by reducing unnecessary steps, manual processes, and workarounds across ecommerce, retail, distribution, and head office
• Improved system adoption, with teams using platforms consistently and as intended, supported by clear documentation and ownership
• Increased automation in reporting and operational workflows, reducing reliance on spreadsheets and manual intervention
• Ensured core systems and integrations are stable, reliable, and trusted, with issues identified and resolved proactively
• Delivered measurable commercial value from systems investment, including licence optimisation, reduced operational effort, and clear ROI from enhancements
• Maintained a clear, prioritised systems and optimisation roadmap aligned to business goals
• Ensured that only justified, well-scoped changes are delivered - with confidence to challenge or stop work that does not provide sufficient value
• Left the business in a stronger position after every change, with solutions that are documented, supportable, and scalable

KPIs:

• Reduction in manual processes and operational friction
• Improved system adoption and consistency of use across teams
• Measurable ROI from systems investments
• Stability and reliability of core platforms and integrations
• High-quality, automated reporting trusted by the business