Customer Success & Membership Administration Manager

Join One of the North West's Fastest-Growing Children's Football Companies!

First Kick Mini Kickers provides fun, engaging and professionally delivered football sessions for children across the North West.

With exciting expansion plans and new venues launching regularly, we're looking for an enthusiastic, organised and customer-focused Customer Success & Membership Administration Manager to become a key part of our growing Head Office team.

This is much more than a typical administration role. You'll be at the heart of the business, managing the complete customer journey from a parent's first enquiry through to becoming a long-term First Kick member.

You'll combine customer service, sales, membership administration and payment support, helping us grow our membership while ensuring every family receives an outstanding experience.

Customer Enquiries & Membership Sales

• Respond quickly and professionally to new enquiries.
• Contact parents who are interested in joining First Kick Mini Kickers.
• Book children onto trial sessions and monitor trial attendance.
• Follow up families following their trial sessions.
• Convert enquiries and trial bookings into paying members.
• Ensure every enquiry receives appropriate follow-up.
• Maintain accurate records of calls, messages and communications.
• Support new venue launches by helping build and fill new classes.

Customer Experience & Retention

• Deliver outstanding customer service to parents and families.
• Welcome and onboard new members.
• Respond to enquiries relating to classes, memberships and payments.
• Contact families considering cancelling and explore appropriate solutions.
• Resolve customer queries and complaints professionally.
• Help improve customer satisfaction and membership retention.

Membership Administration

• Maintain accurate customer and membership records.
• Process membership changes, transfers and cancellations.
• Monitor trials, new memberships and cancellations.
• Produce reports on enquiries, conversions and membership performance.
• Ensure customer information remains accurate and up to date.

Payments & Administration

• Monitor monthly membership payments and subscriptions.
• Identify failed or missed payments and follow these up with parents.
• Support payment reconciliation and reporting.
• Process authorised refunds and account amendments.
• Support invoicing and general office administration.
• Liaise with management and the company accountant when required.

Performance & Bonus

You'll have the opportunity to earn a performance-related bonus linked to key business objectives including:

• Trial-to-member conversion.
• New membership growth.
• Membership retention.
• Customer satisfaction.
• Enquiry response and follow-up.
• Collection of outstanding payments.
• Accuracy of membership and customer records.

This is a varied, fast-paced role with genuine responsibility and the opportunity to make a significant contribution to the continued growth of First Kick Mini Kickers.

We're looking for someone who is friendly, confident, organised and commercially minded, with a genuine passion for delivering excellent customer service.

Essential

• Excellent customer service skills.
• Confident and professional telephone manner.
• Strong written and verbal communication skills.
• Highly organised with excellent attention to detail.
• Good IT skills, including Microsoft Office and email.
• Experience in customer service, administration, sales or membership management.
• Comfortable speaking with customers by telephone, email and messaging.
• Ability to manage multiple priorities in a busy environment.
• Proactive and able to work independently.
• Comfortable working towards targets and performance objectives.
• Calm and professional when resolving customer queries or complaints.
• Positive attitude and willingness to take ownership of tasks.
• Strong team player.

Desirable

• Experience using CRM, booking or membership management systems.
• Experience in a telephone-based customer service or sales environment.
• Experience managing recurring memberships or subscriptions.
• Experience dealing with customer payments and failed payments.
• Experience within children's activities, sport, education, leisure or another membership-based organisation.

You don't need to come from a football background. We're much more interested in finding someone who is great with people, highly organised and motivated to help the business grow.

At First Kick, you'll become part of a friendly, supportive and ambitious team that's passionate about creating fantastic football experiences for children and their families.

As the business continues to expand, there will be genuine opportunities to develop your role and progress within the company.

What We Offer

• Competitive salary.
• Company pension.
• 28 days' holiday including Bank Holidays.
• Flexitime.
• Full training and ongoing support.
• Genuine opportunities for career progression.
• Friendly and sociable Head Office team.
• Regular team events and socials.
• Fun, energetic and positive working environment.
• Free on-site parking.
• The opportunity to play a key role in a rapidly growing children's football organisation.

Most importantly, this isn't a role where you'll simply be processing administration. You'll have genuine responsibility for helping grow our membership and shaping the experience thousands of First Kick families receive as the business expands.