Bloomsbury Football Foundation
Customer Success & Experience Lead
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Department: Digital
Location: Office
Compensation: £30,000 - £38,000 / year
Description
About Bloomsbury Football Foundation
In 2018, Bloomsbury Football Foundation started with four kids and a bag of footballs on a housing estate in Camden. Today, we reach over 7,000 children and young people every week across London and we're just getting started.
We exist because not every child grows up with the same opportunities to play, belong, and progress. Too many young people are locked out of the game by cost, circumstance, or geography. We're changing that and using football, the world's most popular sport, as a powerful vehicle for health, wellbeing, and social change. It's not about producing stars. It's about shaping better futures.
In just a few years, our income has grown from £1m to over £5m. We're now expanding beyond London into areas of deprivation across the country, with ambitions to reach over 40,000 young people every week by 2031. No other sport-for-good charity in the UK has achieved scale at this level. We intend to be the first.
To get there, we need people who believe what we believe that football has the unique power to change lives. Forward, together.
Our commitment to inclusion
At Bloomsbury, belonging isn't just something we create for the young people we serve it's something we live as an organisation and is embedded into core values. We are committed to building a team that reflects the communities we work in, and we actively encourage applications from people of all backgrounds, ethnicities, and identities.
We particularly welcome applications from women and people from underrepresented groups, who remain underrepresented in both the sport and charity sectors. We know that the best idea wins regardless of who it comes from, and we are proud to be building an organisation where everyone has a place to play, belong, and progress.
About the role
Bloomsbury Football Foundation is on a mission to transform the lives of young people through the magic of football, ensuring everyone has the opportunity to play regardless of ability to pay. Our programmes support young people’s development on and off the pitch, providing a safe place to play, a community to belong to, and the skills to move forward in life.
Our community is growing rapidly. Since 2018 BFF has grown from an idea into a movement reaching over 7,000 young people across London every week. Thousands of young people already play with us regularly — and each week, more families are finding us for the first time. Our job is to make sure that wherever someone starts their journey with us, they feel welcomed, supported, and able to find their place in our community.
As our Customer Success & Experience Lead, you will own the end-to-end member journey – from first enquiry through to active participation and, when the time comes, departure. But this is not a traditional customer service role. You will spend as much time designing and building systems as you do operating them. You will centralise our 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.
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About you — what we're looking for
This role sits within the Digital, Data & AI team, working closely with Programmes and Marketing 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 BFF engages its community as we grow nationally.
You are someone who gets excited by a growing member base and sees the systems surrounding it as an opportunity to build a connected community. You bring an analytical mindset and a personal care for those you work with, and you understand that the best member experience is both well-designed and personally felt. You know what to systematise and what warrants a personal response, and you have the instinct to build systems that scale without losing connectivity and care.
Customer Success & Experience Skills
- A human-centred systems builder. You see enquiries as data. When a question keeps getting asked, you don’t just answer it – you explore why it’s being asked, and you seek an upstream solution. You have the instinct to build processes that are warm, well-designed, and genuinely reduce friction for the families they serve.
- Connection across a diverse community. You communicate effectively and sensitively with a wide range of audiences, adapting your approach accordingly. You understand that great service looks different depending on who you’re serving.
- Analytically curious and data-literate. You are comfortable working with CRM data, generating reports, and spotting trends. You treat data as a tool for understanding member behaviour and driving improvement – not just a record-keeping obligation. You can translate a dashboard into a clear recommendation without needing to be told what to look for.
- Digital-native and automation-minded. You are comfortable across CRM, helpdesk, and content platforms, and you pick up new technology quickly. You see AI as a practical tool, not a buzzword — automating the routine so your time goes where a human touch matters most.
- An excellent communicator, in every register. Whether you’re composing a compassionate cancellation message, simplifying a FAQ for a parent with limited English, or briefing the Marketing team on a friction point in the signup journey, you write and speak with clarity, professionalism, and the right tone for the context.
- An eye for growth and scale. You think about what good membership infrastructure needs to look like not just today, but as BFF expands nationally. You build for the organisation that is coming, not just the one that exists now, and you make design decisions with that ambition in mind.
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Skills, Knowledge and Expertise
Essential
- 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 rather than traditional retail or hospitality
- 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 and those on low incomes
- 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 and understands how their work connects to the wider organisation
- Eligibility to live and work in the UK
Desirables
- Experience working in a charity, youth, sport, or social impact organisation
- Familiarity with email marketing platforms (Mailchimp or equivalent) and/or content management systems (WordPress or similar)
- Understanding of GDPR and data handling best practice
- Experience using AI tools (Claude, ChatGPT, Copilot, or similar) to improve workflows or service quality
- Experience working with multilingual or EAL communities
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 doing work that genuinely matters
At Bloomsbury Football Foundation, we believe that the best teams reflect the communities they serve. We are committed to building a diverse and inclusive workplace where people of all backgrounds, identities and experiences feel welcome, valued and able to do their best work. We particularly encourage applications from women and people from Black, Asian and minority ethnic backgrounds, who are currently underrepresented in our team. We assess every candidate on their ability, potential and values, nothing else. If you care about what we do and believe you have something to contribute, we want to hear from you.
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