Membership & Experience Lead

As the Membership & Player Experience Lead, you will own the end-to-end member journey - from first enquiry through to active participation and departure. You will spend as much time designing and building systems as you do operating them. You will centralise the enquiry infrastructure, build self-service tools that help families find answers and use data to spot where the member experience is breaking down and why.

This role sits within the Marketing team, working closely with Programmes and Digital to build solutions that strengthen our community at every touchpoint. We’re looking for someone with great instincts who thinks like a product owner: analytically curious, empathetic and energised by the challenge of building something that genuinely works better for the families we serve. The role offers a unique opportunity to shape how the charity engages its community as they grow nationally., * Take ownership of the end-to-end member journey and continuously interrogate what gaps exist and how we can consistently improve.

• Design and deliver community touchpoints that make members feel valued and connected, thinking creatively about what excellent membership looks.
• Identify trends in enquiries and support requests, using them to drive upstream improvements.
• Feed insight from member interactions directly into website and product decisions, working with Marketing to reduce friction in the booking and sign-up journey.
• Act as the primary point of contact for all inbound enquiries from current and prospective players and their families across email, phone and other channel.
• Guide prospective members through the sign-up process with care and attention, giving each enquiry the time it deserves and converting interest into active participation.
• Review and process financial support applications sensitively and efficiently.
• Collaborate with the Marketing team on outbound member communications, ensuring messages are timely, relevant, and consistently reflective of BFF’s values.
• Design, build, and manage a centralised enquiry and ticketing system that creates visibility and accountability.
• Working with the digital team to automate processes where possible.
• Generate regular membership reports (from Salesforce), surfacing trends in signups, cancellations, enquiry conversion, and retention; and translating data into clear recommendations for the team

• A 1st class or 2:1 bachelor’s degree in a challenging subject from a top 10 university.
• A genuine belief in 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, not just operate them.
• 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 including families with English as a second language.
• Strong working knowledge of digital tools including Microsoft 365 and at least one CRM or helpdesk platform (Salesforce, Zendesk, HubSpot, or similar).
• Experience working in a charity, youth, sport, or social impact organisation (desirable, not essential).
• Familiarity with email marketing platforms and/or content management systems (desirable, not essential).

Pulled from the full job description

• Gym membership
• Company pension
• Cycle to work scheme
• Discounted gym membership, * Competitive starting salary of £29,000 - £34,000 DOE.
• Modern office in Camden Markets with free gym membership and local market discounts.
• Regular staff socials & monthly ‘Team Talk’ with pop-up catering.
• Opportunities to attend Premier League, WSL, FA Cup, League Cup and Champions League football matches.
• Cycle to work scheme.
• Salary sacrifice workplace pension scheme.
• Funding toward training and five days of fully paid study leave.
• The chance to grow within a mission-driven organisation doing work that genuinely matters.

Our client transforms young people’s lives through football, on and off the pitch. Offering a financial assistance model, they ensure that cost is never a barrier to sporting success. It’s a powerful product, and a school offer unlike anything else on the market.

In just six years, they’ve grown from an idea into a movement reaching 6,500+ young people every week across nine London boroughs, with coverage from the BBC, Guardian and ITV. Their school football programme is central to that, working with over 3,400 young people across 50+ schools weekly to build skills for lifelong success.