Community Experience Lead

About the role

Join a fast‑growing social impact organisation that uses sport to transform young lives across London. As the Community Experience Lead you will own the full customer journey, turning enquiries into lasting memberships while removing friction for a rapidly scaling operation.

Key responsibilities

• Own the end‑to‑end customer journey, responding to email and phone enquiries.
• Improve sign‑up, onboarding and retention processes.
• Design and maintain smarter customer support systems.
• Analyse customer data, spot trends and produce actionable reports.
• Ensure CRM data accuracy and manage its ongoing optimisation.
• Enhance website journeys and the online booking experience.
• Collaborate closely with marketing and digital teams to align processes.

Required profile

• Naturally empathetic and customer‑focused.
• Analytical mindset with curiosity about data and processes.
• Excellent written communication skills.
• Highly organised, detail‑oriented and able to juggle multiple priorities.
• Passionate about delivering exceptional experiences for members.

Required skills

• Hands‑on experience with CRM platforms such as Salesforce, HubSpot or Zendesk.
• Ability to analyse data and generate improvement recommendations.
• Familiarity with marketing automation or email platforms is a plus.