As Customer Success & Experience Lead, you will own the end-to-end member journey, transitioning manual processes into scalable digital systems. Working within the Digital, Data & AI team, you’ll design self-service tools and use CRM data to ensure every family feels supported. Your work directly enables the foundation to expand its life-changing impact nationally.
Customer Success & Experience Lead at Bloomsbury Football Foundation
Join Bloomsbury Football Foundation as their Customer Success & Experience Lead and help shape the future of a movement reaching 7,000+ young people weekly. Based in Camden, you’ll trade traditional support for systems-building, using data and AI to scale a community-focused mission that’s grown fivefold in just six years. With perks like Premier League tickets and a modern market-side office, this is a unique chance to combine technical product thinking with massive social impact as the foundation expands across the UK.
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Location
London, United Kingdom
Compensation
£30k-£38k
Company
Bloomsbury Football Foundation
Role overview
Bloomsbury Football Foundation is a registered charity based in London that uses the power of football to improve the lives of young people across the city. It runs fun, affordable football and futsal programmes for boys and girls aged roughly 3–21 of all abilities, delivered through community sessions, leagues, and its Football Academy pathway.[8][4] The organisation focuses on improving mental and physical health, fostering social cohesion, and teaching valuable life skills, and supports over 5,000 young people each week through its programmes.[1] Its mission is to ensure every young person in London can access high-quality football training, with a financial model designed so that no one is turned away regardless of background or ability to pay.[1][8] Alongside grassroots and academy training, Bloomsbury partners with organisations such as LALIGA to broaden access to the sport and provide additional development opportunities for participants.[5]
What you will do
- Design and build centralized enquiry infrastructure and self-service tools to streamline the member journey from signup to active participation.
- Analyze CRM data and helpdesk trends to identify friction points and implement upstream solutions that improve the overall family experience.
- Collaborate with Marketing and Programme teams to ensure communication is sensitive, professional, and accessible for a diverse, multilingual community.
Who this is a fit for
- Proven experience in customer success, membership, or community engagement, ideally within a digital-first or technology-driven environment rather than traditional retail.
- Analytical mindset with strong proficiency in digital tools like Microsoft 365, CRM platforms, and an interest in using AI for workflow automation.
- Exceptional written communicator capable of adapting tone for diverse audiences, including families from under-served communities and senior internal stakeholders.
Why this role is remarkable
- Join a mission-driven organization at a massive inflection point, scaling from 7,000 to a target of 40,000 young people weekly by 2031.
- Enjoy unique perks including a Camden Market office with free gym membership and access to Premier League, WSL, and Champions League matches.
- Work at the intersection of social impact and technology, utilizing AI and digital automation to solve real-world community access barriers.
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