Head of Customer Experience

Key Responsibilities

• Oversee day-to-day customer experience and membership operations, ensuring a consistent and effective service for members, customers and other stakeholders.
• Review and improve registration processes, making it easier and more straightforward for customers to sign up and access services.
• Take ownership of outstanding membership issues, resolving problems relating to registrations, renewals, account access and customer queries.
• Support the smooth running of customer service platforms and systems, identifying and addressing issues that affect the customer experience.
• Act as an escalation point for more complex customer and membership enquiries, ensuring issues are resolved promptly and professionally.
• Work closely with internal teams to identify service bottlenecks, resolve operational challenges and improve communication between departments
• Monitor incoming customer enquiries and service performance, helping ensure appropriate response times and service standards are maintained.
• Identify practical improvements to customer journeys and membership processes that can be implemented during the interim period.
• Support and guide the existing customer experience team, helping maintain consistency and service delivery.
• Ensure a smooth handover to the incoming permanent appointment, documenting outstanding issues, operational priorities and improvement opportunities.

Key Experience

Essential

Previous experience in a customer experience, customer service or membership operations role.

Experience managing day-to-day customer service operations in a busy environment.

Strong problem-solving skills, with the ability to investigate and resolve customer and membership issues.

Experience improving customer journeys and streamlining registration or onboarding processes.

Confident using customer service platforms, CRM systems and membership databases.

Strong communication and stakeholder management skills.

Comfortable taking ownership, working independently and making practical decisions.

Desirable

• Experience within a membership organisation, sporting body, charity or similar environment.
• Experience with Zendesk, Salesforce, Freshdesk or similar platforms.
• Experience managing registrations, renewals and membership administration processes.
• Experience supporting or supervising a customer service team.