Community Experience Manager

About the role

The Community Experience Manager is a core member of the Customer & Community Experience team at ActionFunder. You will own the health, quality and growth of the non‑profit community on the platform while supporting fund delivery and funder engagement. The role combines community building, user support and operational oversight to enable measurable impact.

Key responsibilities

• Serve as the primary point of contact for all non‑profit organisations and platform users via help centre, email, phone, WhatsApp, chatbot and community drop‑ins.
• Represent the non‑profit community internally, ensuring their feedback informs product and platform improvements.
• Design and execute onboarding and engagement strategies to grow a diverse, active base of community partners.
• Create and deliver educational initiatives on funding, volunteering and donation opportunities, including ownership of the non‑profit help centre.
• Produce and maintain self‑serve support content such as help articles and video guides.
• Lead monthly online drop‑in sessions to foster learning and engagement.
• Define and enforce community guidelines, best‑practice standards and quality criteria for non‑profit profiles and projects.
• Track community health metrics (active profiles, project quality, CSAT, NPS) and report insights to the Head of Customer Success.
• Oversee due‑diligence checks and payment processes for funds closing on the platform, ensuring accuracy, compliance and timeliness.

Required profile

• Ambitious and relationship‑driven with a strong operational mindset.
• Passionate about connecting people, communities and funding to create measurable change.
• Excellent communication and stakeholder management skills.
• Experience working with non‑profit organisations or community platforms.
• Ability to analyse data and translate insights into actionable improvements.

Required skills