Community Experience Manager

PURPOSE OF THE ROLE

The Community Experience Manager plays a central role in the Customer & Community Experience function - owning the health, quality, and growth of ActionFunder's non-profit community while supporting fund delivery and funder engagement.

You will own and develop the non-profit side of the marketplace: building, supporting, and empowering a thriving community of non-profit organisations that are ready to deliver real impact. 

In time, you'll also manage the contact points for all users across the platform in terms of customer support. 

As ActionFunder grows, this role will also help shape the welcome journey and ongoing engagement for individuals, working alongside the CS team to ensure a seamless cross-audience experience.

This role is ideal for someone who is ambitious, relationship-driven, operationally strong, and passionate about connecting people, communities, and funding in ways that create measurable change.

KEY RESPONSIBILITIES 

Non-Profit Community and Ownership

• Act as the primary point of contact for all non-profits and users on the platform - providing guidance, support, and encouragement via support channels: help centre, email, phone, WhatsApp (emerging), chatbot, and community drop-ins.
• Advocate for the non-profit community internally, ensuring their feedback and experience inform platform improvements and product decisions.
• Manage onboarding and engagement strategies to grow and sustain an active, diverse, and high-quality base of community partners.
• Develop and deliver initiatives that build non-profits' understanding of funding, volunteering, and donation opportunities - including ownership of the non-profit help centre.
• Help build and maintain self-serve support content (help articles inc video formats) for users.
• Lead monthly online non-profit drop-in sessions to strengthen community engagement and learning.
• Develop and maintain community guidelines, best-practice, and quality of non-profit profiles and projects.
• Monitor community health metrics - active profiles, project quality, CSAT, NPS - reporting back to the Head of CS. 

Fund Delivery & Funder Support

• Oversee due diligence checks and payment processes for funds closing on the platform, ensuring accuracy, compliance, and timely turnaround.
• Work with the CS team to promote live grant, donation, and volunteering programs to relevant community partners, maximising reach and application quality.
• Track and chase overdue project updates and impact surveys to maintain accurate data for funders and platform-wide reporting.

Cross-Team Collaboration

• Collaborate with the Customer Success team to ensure seamless experiences across the funder and non-profit journey.
• Work with Marketing on outreach campaigns, case studies and success stories that highlight non-profit impact.
• Work with Product and Tech teams to share user insights and contribute to feature development that improves the non-profit and user experience.
• Lead on the delivery of events, training, and campaigns that connect funders, community partners, and individual users.
• Work with CS Ops (emerging) to maintain data quality and flag community-side compliance or eligibility issues.

SKILLS & EXPERIENCE

Essential:

1. 3+ years' experience in community management, customer success or similar role. Ideally managing communities in a SaaS marketplace environment. 
2. Excellent communication and relationship-building skills to engage warmly with a wide range of audiences.
3. Highly organised with the ability to manage multiple workstreams at once, prioritise effectively, and deliver to deadlines. 
4. Comfortable working independently and in a collaborative, fast-moving team environment.
5. Strong customer service approach. Able to triage, respond, and resolve across multiple support channels.
6. Tech-confident - comfortable using digital tools including CRM, helpdesk software, video platforms, and collaboration tools (HubSpot, Notion, Slack, Google Workspace, Loom, etc).
7. Genuine interest in social impact, non-profit communities, and improving access to funding.
8. A desire to grow the team and progress the Community support function quickly. 

Desirable:

1. Experience working within or alongside non-profits, funders, charities, or local authorities.
2. Knowledge of due diligence processes, charity governance, and GDPR principles.
3. Experience in a marketplace or multi-stakeholder SaaS environment.
4. Familiarity with content creation, video production, or help centre management.
5. Understanding of grant-making, employee giving, or corporate social responsibility (CSR) programmes. 

CORE COMPETENCIES

• Ownership & accountability: Takes initiative and responsibility for community outcomes without needing to be directed.
• Relationship building: Creates genuine trust and empathy with non-profits, users, and colleagues across the organisation.
• Adaptability: Responds positively to change in a fast-paced, scaling environment — comfortable with evolving responsibilities.
• Collaboration: Works effectively cross-functionally - with CS, Ops, Marketing, and Product - to achieve shared goals.
• Impact-driven: Keeps the mission and community benefit at the heart of every decision.
• Data literacy: Comforta

WHAT SUCCESS LOOKS LIKE

• A healthy, active community of non-profits - measured by activation rate, project quality score, and monthly submission volume.
• Non-profits feel supported and empowered to access funding opportunities across all three products.
• User, due diligence and fund administration are accurate, compliant, and delivered within agreed SLAs.
• Impact data is consistently collected from funded projects, feeding funder reporting and retention conversations.
• Support channels (help centre, phone/WhatsApp, drop-ins) resolve the majority of non-profit and user queries without requiring CSM escalation.
• Community insights are actively shaping product and platform decisions.

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BENEFITS

• 25 days’ annual leave, plus bank holidays - take them when it works for you
• 2 additional personal days each year, for whatever matters to you (your birthday, a long weekend, or just a break)
• Long-service recognition, with additional annual leave after 3 years
• 4 annual team away days - we really value getting everyone together for connection, volunteering, food and fun!
• 2 paid volunteering days to support causes that matter most to you
• Enhanced Partner, Maternity and Adoption leave
• Annual training budget to support your learning and development
• Employee perks via CharlieHR
• Cycle to Work scheme
• Free eye tests
• B Corp certified - work in, and learn from, an organisation that meets the highest standards of social and environmental performance, transparency and accountability
• Open, flexible approach to working, trusting you to shape your working pattern around your life, your wellbeing and the needs of the role

We are an equal opportunities employer and are committed to creating an inclusive workplace. We welcome applications from all suitably qualified individuals regardless of age, disability, gender reassignment, marriage and civil partnership, pregnancy and maternity, race, religion or belief, sex, or sexual orientation. If you require any reasonable adjustments during the recruitment process, please let us know.

We're open to remote or hybrid working, with travel to our offices in Bristol or London. 

When applying we encourage you to include a short cover letter - this helps us understand what’s drawn you to the role and why you feel you’d be a strong fit.