Customer Experience Lead | Fast Growth Sports Foundation | London

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The Client Harmonic is excited to be working once again exclusively with a fast-growth sports foundation who are looking for a Customer Experience Lead to join its growing team. This foundation was founded through the love of making sport accessible for less advantaged families and players. These programs help young people to have access to soft skills development, improvements in mental and physical health alongside connecting them through a community that is not discriminated by socioeconomic backgrounds. They have grown their fundraising income from £800,000 to £2.5m over the last three years and are looking to continue and accelerate this trajectory, growing fundraised income to £8m by 2028.

The foundation is currently going through an exponential level of growth and is looking for bright, ambitious graduates who are looking to make a real impact and change to communities in London through the love of football. The team is proud of their non-corporate, fun and innovative culture where they provide comprehensive training and incredible career progression.

The Role

This role plays a key part in shaping and elevating the end-to-end member experience, from an individual's first interaction with the organisation through to meaningful, ongoing engagement. Combining strategic thinking with hands-on delivery, you will identify opportunities to improve every stage of the member journey, ensuring each touchpoint is intuitive, engaging and member focused. You will lead the development of scalable digital systems and processes that make it simple for members to navigate the website, access information, and find the support they need. Working within the Data team, you'll collaborate closely with colleagues across Advertising to design and deliver innovative digital solutions that drive engagement, strengthen member relationships, and contribute to the organisation's long-term growth and impact.

Responsibilities:

• Lead and continuously improve the end-to-end member experience, identifying opportunities to enhance every stage of the journey.
• Serve as the main point of contact for current and prospective members, delivering a responsive, personalised service while guiding enquiries, registrations, cancellations and financial support applications.
• Develop and manage efficient member support systems and streamline processes that improve response times and reduce administrative effort.
• Use member feedback, enquiries, and performance data to identify challenges, generate actionable insights and work with the Marketing and Advertising team to optimise engagement.
• Maintain accurate membership records and produce regular reports that support informed decision-making.

What our client would like to see (Essential Experience):

• Bachelor’s degree from university.
• Desire to work in sports or social impact.
• Strong Excel Skills.
• Excellent communication and interpersonal skills.
• Strong verbal and written communication skills.
• Problem solver.
• Pro-active and a driver within the business who is results orientated.

What we would like to see (Non-Essential Experience):

• Corporate experience (either in an internship or full-time work).
• Ambition.
• Experience using AI tools (ChatGPT, Claude or equivalent).
• Understanding of data handling.
• Experience working with a charity, non-profit or sports organisation.

Salary: £30,000-£38,000

Location: London (hybrid)

Start Date: ASAP

At Harmonic, we are dedicated to fostering an inclusive and equitable workplace. We actively welcome applications from individuals of all backgrounds and assure you that every candidate will be thoughtfully considered for the roles we represent, without regard to race, religion, gender expression, disability, or sexual orientation.