Community Experience Lead

Job Description

Most early careers jobs ask you to choose between doing something meaningful and accelerating your career. This isn't one of them.

We're recruiting on behalf of one of London's fastest-growing mission-driven organisations.

Over the last few years they've grown rapidly, built an exceptional team and have ambitious plans for the future. They're now looking for bright, ambitious graduates and early-career professionals who want to take on real responsibility from day one.

This isn't the sort of place where you'll spend two years watching from the sidelines. If you're good, you'll be trusted quickly.
 
Our client is one of the UK's fastest-growing social impact organisations, using sport to positively transform the lives of young people across London.

With ambitious national growth plans, they're investing heavily in technology, digital systems and customer experience to ensure every family receives an outstanding experience from first enquiry through to long-term membership.

Role Overview

This isn't a traditional customer experience position.

Instead, you'll own the entire customer journey, identifying opportunities to improve the experience for thousands of members whilst designing systems that remove friction and help the organisation scale.

You'll combine outstanding communication skills with analytical thinking, CRM management and continuous process improvement.

What you'll be doing

• Own the end-to-end customer journey.
• Respond to enquiries across email and phone.
• Improve sign-up, onboarding and retention processes.
• Build smarter customer support systems.
• Analyse customer data and identify trends.
• Produce reports and recommendations.
• Manage CRM data accuracy.
• Improve website journeys and online booking experience.
• Work closely with marketing and digital teams.
• Help design processes that improve the customer experience as the organisation grows.

 
What you're good at

• Naturally empathetic and customer-focused.
• Analytical and curious.
• Excellent written communication.
• Comfortable using CRM systems and technology.
• Able to spot patterns and recommend improvements.
• Highly organised with strong attention to detail.
• Confident juggling multiple priorities.
• Passionate about delivering exceptional customer experiences.

 
Bonus points for

• Experience in Customer Success or Customer Experience.
• CRM experience (Salesforce, HubSpot, Zendesk etc.).
• Charity, membership or community organisation experience.
• Experience improving customer journeys.
• Marketing automation or email platform experience.
• Understanding of data, reporting and process improvement.
• Interest in grassroots football, sport or social impact.