Customer Experience Lead (UK)

About the role

FAT Karting League is seeking a proactive, customer‑focused leader to drive the growth of its junior karting programmes across the UK. You will combine sales, event delivery and operational support to ensure parents and participants enjoy a seamless, high‑quality experience from enquiry to race day.

Key responsibilities

• Manage new and existing enquiries via HubSpot, phone, email and social platforms.
• Build trusted relationships with parents and convert warm leads into confirmed bookings through consultative conversations.
• Maintain accurate CRM records, pipeline visibility and follow‑up activities to maximise conversion rates.
• Act as the primary point of contact for customers during live events, overseeing driver weigh‑in processes and communicating schedules.
• Capture customer feedback, escalate operational issues and contribute to continuous improvement initiatives.
• Identify upsell opportunities for future events and programmes.
• Support weekly US‑specific social media activity and represent the brand positively within the local community.

Required profile

• Proactive and customer‑centric mindset.
• Excellent verbal and written communication skills.
• Ability to handle objections confidently and provide clear programme information.
• Comfortable working in a fast‑paced, energetic environment.
• Strong organisational skills and attention to detail.

Required skills

• HubSpot
• CRM systems
• Alpha Timing (driver weigh‑in tool)