At a Glance
- Tasks: Lead the member journey, enhancing experiences and building community connections.
- Company: Non-profit football charity transforming young lives through sport.
- Benefits: Competitive salary, gym membership, cycle to work scheme, and paid study leave.
- Other info: Join a dynamic team with opportunities for growth and exciting football match experiences.
- Why this job: Shape impactful community engagement while working in a vibrant, mission-driven environment.
- Qualifications: Degree from a top university and experience in customer service or community roles.
The predicted salary is between 29000 - 34000 £ per year.
Benefits
- Hybrid
- Cycle to work scheme
- Gym membership
- Company profile - Non‑Profit Football Charity
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.
Job description - 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.
Key Responsibilities - Membership & Experience Lead
- 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.
- Job requirements- Membership & Experience Lead
- 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, Hub Spot, 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).
Benefits of the job- Graduate Sales Lead
- 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.
- #J-18808-Ljbffr
Membership & Experience Lead in London employer: Give a Grad a Go
As a Graduate Operations Analyst at our London-based hedge fund, you will be part of a dynamic and rewarding work environment that prioritises employee growth and recognition. With a clear progression plan and bonus opportunities, we foster a culture of excellence where your contributions are valued and rewarded. Join us to learn from industry experts and develop your skills in a fast-paced financial services setting, all while enjoying the unique advantages of working in one of the world's leading financial hubs.
StudySmarter Expert Advice🤫
We think this is how you could land Membership & Experience Lead in London
✨Get Involved Locally
Dive into local volunteer opportunities or social initiatives. This not only beefs up your CV but also connects you with like-minded folks in nonprofits. Plus, it shows your passion for social impact, which is key for getting noticed by Give a Grad a Go.
✨Tap into Professional Networks
Join networks like the National Council for Voluntary Organisations (NCVO) or local charities to meet professionals in the sector. Attend events and workshops to build relationships and learn about potential openings at organisations like Give a Grad a Go.
✨Showcase Your Commitment
When prepping for interviews, be ready to speak about your personal connection to social issues. Dive into specific examples of how you’ve contributed to community projects – this will resonate with the mission-driven vibe at Give a Grad a Go.
✨Utilise Online Platforms
We’re all about making connections, so use platforms like Idealist and CharityJob to hunt for full-time roles. And of course, you should keep an eye on our website for exciting opportunities at Give a Grad a Go. Apply directly through us to stand out!
We think you need these skills to ace Membership & Experience Lead in London
Some tips for your application 🫡
Show Your Passion for the Cause:In the nonprofit sector, it's super important to demonstrate genuine passion for the mission of Give a Grad a Go. Use your cover letter to showcase any personal experiences or volunteer work that connects you to their social impact initiatives. This emotional connection can really help your application stand out.
Highlight Relevant Experience:When crafting your CV, be sure to include any relevant projects or roles that showcase your skills in social impact. Whether it's community organising, fundraising, or advocacy, highlight what you've done and the difference it's made. Don’t just list tasks; quantify your achievements and the outcomes of your efforts.
Tailor Your Documents to the Role:For a full-time role like Membership & Experience Lead, ensure your CV and cover letter specifically address the responsibilities outlined in the job description. Use their language to describe your skills and experience, making it easy for the hiring team to see how you fit into their vision.
Emphasise Teamwork and Collaboration:Nonprofits thrive on teamwork, so make sure to emphasise your collaborative experiences. Whether you've worked in a team setting, partnered with community organisations, or facilitated group projects, highlight these experiences in your application. Show them you understand the importance of working alongside diverse individuals to achieve shared goals.
How to prepare for a job interview at Give a Grad a Go
✨Show Your Passion for Social Change
When we’re prepping for interviews in the nonprofit space, it's vital to demonstrate our genuine passion for social impact. Be ready to discuss not just your skills and experiences but also why you care about the mission of Give a Grad a Go. Sharing personal stories or insights can really make us stand out.
✨Highlight Project Experience
We should focus on specific projects we've worked on that align with the goals of social impact. Whether that’s a community initiative, volunteering, or a class project, having solid examples that showcase our role and the outcomes will resonate well with the interviewers.
✨Familiarity with Relevant Tools and Practices
Let’s brush up on tools and methodologies commonly used in the nonprofit sector, like project management software or outcome measurement frameworks. Being able to speak fluently about these will show that we’re not just passionate but also knowledgeable and ready to hit the ground running.
✨Prepare for Scenario-Based Questions
Expect scenario-based questions that evaluate our problem-solving skills in real-world social issues. Think about how we’d handle challenges in the nonprofit environment and prepare stories that demonstrate our critical thinking and adaptability. Role-playing with a friend could help us feel more confident!
