FLS Group is a leading logistics network offering specialised freight solutions across the UK and Europe. Evolving from Freight Logistics Solutions, we have built a reputation for delivering efficient, technology-driven, and sustainable logistics services. With a foundation in innovation, FLS Group unites several distinct brands under one cohesive structure, offering a comprehensive range of services that cater to the dynamic needs of modern business.
We are seeking a Senior Business Systems Manager to lead the strategy, optimisation, and continuous enhancement. This high-impact role will ensure clients experience seamless, intuitive, and value-driven interactions across portals, CRM, and integrated workflows - driving adoption, satisfaction, and revenue growth through superior digital logistics.
Acting as the voice of the business and our clients within technology, you will serve as the primary interface between FLS commercial and operational teams, external technology partners, and third-party API integration developers. You will define end-to-end business processes, establish robust oversight mechanisms, champion user-centric design, align system roadmaps with client needs and brand strategies, and deliver measurable improvements in client experience and operational efficiency.
Key Responsibilities
* System Ownership: Full accountability for the performance, availability, and security of all client portals (web/mobile), AI pricing models, Scope 3 emissions technology, and relationship management via CRM.
* Business Process Definition & Oversight: Define, document, and standardise end-to-end business processes across Freight Hub, and integrated systems. Establish and enforce process governance including SOPs, compliance checkpoints, audit trails, and escalation protocols. Conduct regular process health checks, identify deviations, and drive corrective actions via external partners.
* Digital Product Roadmap & Partner Delivery: Define and execute a 12 month roadmap for Freighthub features. Translate business needs into detailed technical specifications, user stories, and acceptance criteria for external technology partners. Manage agile sprint planning, backlog grooming, and vendor delivery. Oversee system configurations, release cycles, and change communications to minimise client disruption.
* CRM System Leadership: Own configuration and optimisation (workflows, sequences, deal pipelines, service tickets, reporting views, custom objects). Define and manage CRM ↔ Freight Hub bidirectional sync for client data, bookings, and tracking.
* Stakeholder Engagement & Enablement: Serve as the primary technology interface for Commercial, Account Management, and Client Services teams. Deliver client-facing training, webinars, and system onboarding for new customers and business users. Act as escalation point for complex client system queries and custom integration requests.
* Process Automation & Integration: Identify manual client touchpoints (e.g., email confirmations, quote follow-ups) and define automation requirements for external partners. Lead integration projects with client ERPs (SAP, Oracle, Dynamics), warehouse systems, and e-commerce platforms - working exclusively through third-party API developers. Ensure seamless data flow between internal systems and client-facing front-ends via partner-managed APIs.
* 5+ years in senior business systems or product management roles focused on digital platforms.
* Proven expertise in defining, documenting, and governing business processes in digital environments.
* HubSpot or similar CRM expertise – advanced configuration of Sales, Service, and Marketing Hubs; workflow automation; custom objects; API usage.
* Proven expertise in translating business requirements into technical specifications for external development teams.
* Working awareness of REST APIs, OAuth, webhooks, and secure data exchange in multi-vendor environments.
* Experience managing external technology partners and third-party API integration developers through full project lifecycles.
* Advanced vendor management skills - SLAs, scope control, risk mitigation, and performance reporting.
* Hands-on with system configuration, user administration, and release validation in complex, partner built environments.
Why Join FLS Group?
* Lead digital experience and process excellence for a fast-growth, award-winning logistics innovator headquartered in Pontypool, Wales, with expanding operations in Poland and Lithuania.
* Shape the future of client-facing logistics tech at scale—Freight Hub powers thousands of daily transactions and client interactions across the UK and Europe.
* Work with cutting-edge tools: real-time tracking, AI carrier suggestion and pricing GleC accredited emissions forecasting, Machine learning document matching.
* Competitive salary, bonus, pension, private medical and clear pathway to Head of Client Systems or Chief Product Officer.
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