Member Experience Manager

Location:

Motorsport UK, Bicester Motion

Working pattern:

Full time – four days on site, one remote

Line manager:

Director of Creative

Grade:

D

About Motorsport UK

Motorsport UK is the national governing body and membership organisation for four-wheeled motorsport in the UK. We represent more than 100,000 people, including 64,000 competitors, 11,000 volunteers and officials, and over 600 clubs.

Our ambition is to help more people enjoy motorsport, more often. Delivering a clear, responsive and human member experience is fundamental to achieving it.

About Motorsport UK Creative

Motorsport UK Creative brings together strategy, insight, content, design, digital, marketing and communications to make things clearer, simpler and better. The Member Experience Manager sits within Team Creative but works across the organisation, ensuring members’ needs inform service delivery and wider decision-making.

Role overview

The Member Experience Manager sits within Team Creative and works across Motorsport UK to connect the organisation around members’ needs. You will lead the day-to-day oversight and continual improvement of our customer service operation and customer management system, ensuring enquiries reach the right teams, standards are met and insight leads to action.

Zendesk is our preferred platform, so experience of Zendesk or a comparable customer service or customer management system is important. This is not a call‑centre role: specialist teams will continue to answer enquiries in their areas. You will provide organisation‑wide oversight, monitor performance, remove barriers and hold teams accountable for outcomes without micromanaging delivery.

Your remit extends beyond the CMS across the member journey, including Sport:80, our licence and permit system, the Learning Hub, Knowledge Hub, website and other key touchpoints. You will be the connective glue between teams, building a holistic view of the experience and continually finding ways to make it simpler, more consistent and more useful for members.

Key responsibilities

• Own the day-to-day operation, governance and continual improvement of the customer management system, ensuring consistent use, clear routing, ownership, escalation and high-quality data.
• Monitor queues, response and resolution times, backlogs, productivity and service standards; address bottlenecks and bring teams together to resolve recurring issues.
• Optimise workflows, automations, templates and categorisation to improve efficiency for internal teams and deliver a faster, more consistent service to members.
• Build dashboards and regular reporting that give teams and management a clear view of demand, performance, emerging concerns and improvement priorities.
• Establish a structured approach to capturing and sharing knowledge about what members ask us to support them with, turning service data, feedback and complaints into actionable insight.
• Feed member insight into content, communications, the website and Knowledge Hub so information is clearer, easier to find and helps prevent avoidable contact.
• Connect insight across Zendesk, Sport:80, the Learning Hub, Knowledge Hub and other touchpoints to identify friction, gaps and opportunities across the end‑to‑end member journey.
• Represent competitors, volunteers, officials, clubs, organisers and newcomers when rules, policies and processes are developed, challenging unnecessary complexity and anticipating support needs.
• Own the formal complaints process, coordinating fair and empathetic responses, escalating significant risks and using recurring themes to drive organisational learning.

What success looks like

• One reliable view of member demand, service performance and emerging issues, supported by useful dashboards and reporting.
• Teams use systems consistently, own enquiries and meet agreed standards; bottlenecks and underperformance are addressed quickly.
• Member questions and feedback routinely shape service improvements, guidance, content, communications and digital journeys.
• Key touchpoints feel connected, and members receive faster, clearer and more consistent support across Motorsport UK.
• The member perspective becomes a natural part of organisational decisions and change planning.

Experience and qualifications

• Strong experience in customer experience, service operations, membership services or a related role.
• Hands‑on experience with a customer management platform, including reporting and workflow improvement. Zendesk experience is desirable but not essential.
• Strong analytical skills, with the ability to build dashboards, identify patterns and turn service data and member feedback into practical action.
• Experience improving productivity, service standards and outcomes across multiple teams through data, influence and constructive challenge.
• A confident self‑starter who takes ownership, creates momentum and follows issues through to resolution.
• Excellent written and verbal communication, sound judgement and an empathetic, strongly member‑focused approach.
• Comfortable holding sole responsibility for organisation‑wide oversight while collaborating closely with the teams that deliver the service.
• Experience in a membership organisation, governing body, regulated environment or volunteer‑led community is desirable, as is knowledge of motorsport or a strong appetite to learn.

Why this role matters

Our members may interact with different teams and systems, but they should experience one clear, responsive and joined‑up organisation. This role provides the oversight, insight and connective leadership to make that happen – helping Motorsport UK serve members better and enabling more people to enjoy motorsport, more often.

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