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About the Role

Bloomsbury Football Foundation is dedicated to transforming young lives through football, ensuring equitable access to play. Our programs foster development on and off the pitch, offering a safe space, a sense of belonging, and life skills. As the Customer Success & Experience Lead, you will manage the entire member journey, from initial contact to departure. This role involves designing and implementing systems, centralizing inquiry infrastructure, developing self-service tools, and utilizing data to identify and address experience gaps.

Responsibilities

Own the end-to-end member journey, from first enquiry through to active participation and departure.
Design and build systems to improve the member journey.
Centralize the enquiry infrastructure.
Build self-service tools to help families find answers.
Use data to identify and address breakdowns in the member experience.
Strengthen the community at every touchpoint by working closely with Programmes and Marketing.
Build or improve customer-facing systems and processes.
Generate reports, identify trends, and translate insights into actionable recommendations.
Adapt communication tone and register for diverse audiences.
Collaborate across departments and understand how your work connects to the wider organisation.

Requirements

Strong alignment with BFF’s values and a genuine passion for football as a tool for social impact.
Experience in a customer service, membership, or community engagement role, ideally in an office or digital-first environment.
Demonstrated ability to build or improve customer-facing systems and processes.
Experience working with data: comfortable generating reports, identifying trends, and translating insight into clear, actionable recommendations.
Excellent written communication skills, with the ability to adapt tone and register for audiences ranging from time-pressed parents to senior colleagues.
Empathy and cultural sensitivity, with an awareness of the barriers faced by under-served communities.
Strong working knowledge of digital tools including Microsoft 365 and at least one CRM or helpdesk platform (Salesforce, Zendesk, HubSpot, or similar).
A collaborative team player who is comfortable working across departments.
Eligibility to live and work in the UK.
Experience working in a charity, youth, sport, or social impact organisation (desirable).
Familiarity with email marketing platforms (Mailchimp or equivalent) and/or content management systems (WordPress or similar) (desirable).
Understanding of GDPR and data handling best practice (desirable).
Experience using AI tools (Claude, ChatGPT, Copilot, or similar) to improve workflows or service quality (desirable).
Experience working with multilingual or EAL communities (desirable).

Skills

Human-centred systems building
Process design and implementation
Data analysis and interpretation
Effective and sensitive communication across diverse audiences
CRM data management and reporting
Digital literacy (CRM, helpdesk, content platforms)
Automation and AI tool utilization
Clear, professional, and context-appropriate written and verbal communication
Strategic thinking for growth and scale
Collaboration and cross-departmental teamwork

Location

Office

Work Type

Full Time

Experience Level

Mid-level

Salary/Compensations

£30,000 - £38,000 / year

Benefits

Modern office at Camden Market with free gym membership and local market discounts
Opportunities to attend Premier League, WSL, FA Cup, League Cup, and Champions League matches
24 days holiday, rising by one day per year after two years
Funded training and five days of fully paid study leave
Cycle to work scheme and workplace pension
Regular staff socials
The chance to grow within a mission-driven organisation

About the Company

Bloomsbury Football Foundation started in 2018 with a small group and has grown to reach over 7,000 children and young people weekly across London. The foundation uses football as a vehicle for health, wellbeing, and social change, aiming to shape better futures for young people. With income grown to over £5m, the foundation is expanding nationally with ambitions to reach over 40,000 young people weekly by 2031, aiming to be the leading sport-for-good charity in the UK.

Equal Opportunity

Bloomsbury Football Foundation is committed to building a team that reflects the communities it works in and actively encourages applications from people of all backgrounds, ethnicities, and identities. They particularly welcome applications from women and people from underrepresented groups in the sport and charity sectors.