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.

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.

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.

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.