Member Experience Manager

Member Experience Manager Department: Creative Location: Motorsport UK, Bicester Motion Hours of Work: Full Time (37.5 hours per week). Core hours are 09:00 until 17:30, Mon – Fri. 4 days on site, 1 remote. Line Manager: Director of Marketing Grade: D Salary: £45,000 - £50,000 Closing date: 4th January 2026 About Motorsport UK Motorsport UK is the national governing body and membership organisation for four-wheeled motorsport in the UK, representing a passionate community of more than 100,000 people including 64,000 competitors, 11,000 volunteers and officials, and more than 600 clubs. We exist to ensure motorsport is safe, fair and fun for everyone, every day, and to grow the sport for future generations. We are entering a new strategic chapter focused on one clear ambition: to help more people enjoy motorsport, more often. This direction is guiding how we modernise the sport, strengthen our member experience and open more accessible pathways into motorsport. Data, insight and evidence-based decision-making is central to how we shape that future and this role will play a critical part in powering that progress. Motorsport UK is building something new We’re launching Motorsport UK Creative , our in-house strategic and creative powerhouse, and we’re recruiting a founding team to help us transform how the sport inspires, engages and grows its community. Everyone wants to work in motorsport. Now’s your chance to shape its future. Join Our Team as a Member Experience Manager at Motorsport UK We are looking for a driven and collaborative Member Experience Manager to lead two major transformation projects that will reshape how our members interact with Motorsport UK: Our new member-centric digital ecosystem, including the redesign, UX evolution and build of the new website, Knowledge Hub and wider digital foundations. Our customer service improvement programme, embedding a truly member-centric approach across processes, communications and service delivery. This role will act as the project manager, connector and internal champion for both initiatives from concept to development, to launch, optimisation and on-going evolution - ensuring momentum, clarity and alignment across the in-house Creative team, Digital team, Member Services team and agency partners. This is a role for someone who loves making things clearer, simpler and better, someone who thrives on coordinating multiple workstreams, translating needs between teams and ensuring our members always feel informed, supported and valued. Above all, you will be the internal voice of our members - consistently representing their point of view, understanding their diverse needs, and stepping into the shoes of competitors, club organisers and volunteer marshals to ensure every decision strengthens their experience. You will also bring a genuine interest in insight, strategy and creative output - embracing the in-house Creative team’s mission to drive growth, transformation and more engaging member experiences. Primary Objectives The primary objectives associated with this role will be: Lead and coordinate Motorsport UK’s major digital member-experience projects, ensuring smooth delivery, strong communication and sustained momentum. Act as the operational conduit between Motorsport UK and its appointed digital agency partners, ensuring clarity on requirements, progress and decision-making. Drive a member-centric culture across the organisation through improved processes, communication flows and service standards. Ensure member-facing content - including regulation updates, rule changes and Knowledge Hub materials - is accurate, up-to-date and easy to navigate. Strengthen internal awareness of member needs by connecting insight, service feedback and digital behaviour into actionable recommendations. Champion the member’s perspective at all times - empathising with and advocating for diverse personas across competitors, club organisers, volunteer marshals and newcomers, ensuring their needs guide decisions. Additional Responsibilities In addition to the primary objectives listed above, the Member Experience Manager will be responsible for: 1. Project Management & Delivery Website & Digital Ecosystem Transformation Manage the end-to-end workflow for the new Motorsport UK website, Knowledge Hub and associated digital infrastructure. Coordinate scoping, UX/design reviews, content requirements, information architecture and taxonomy workshops, roadmap planning and delivery cycles. Own internal task management, brief consolidation, approvals, QA, user acceptance testing (UAT) and launch readiness. Maintain clear documentation, roadmaps and prioritised backlogs. Ensure internal teams understand requirements, deadlines and dependencies. Customer Service Improvement Project Lead delivery of the new member-centric service model across key touchpoints and processes. Map and improve member journeys (licensing, renewals, club support, events, volunteering, regulation access). Support the implementation of future systems - including customer-service tools and AI support layers - ensuring they are grounded in real member needs. 2. Organisation-Wide Partnership Act as the “internal eyes and ears” for member impact - surfacing risks, themes, opportunities and frictions across departments. Partner with: Insight to interpret behaviours, motivations and needs. Creative for content design, UX and comms & marketing quality to align messaging, tone and campaign activity. Member Services to improve service journeys and FAQs. Digital/Tech for infrastructure, integrations and site performance. Bring teams together to solve member problems collaboratively and consistently. 3. Member Experience & Continuous Improvement Monitor feedback, journeys and digital behaviour to identify opportunities for improvement. Support the organisation in adopting a more insight-led, member-first approach. Contribute to longer-term developments, including digital ecosystem integration, data foundations and future club-support tools. Ensure decisions are always grounded in what will genuinely benefit members. What Success Looks Like Smooth, well-communicated delivery of the new Motorsport UK website across 2026. Clear, reliable processes that ensure content remains accurate and accessible. Members experience simpler, faster and more intuitive journeys. A stronger internal understanding of member needs, behaviours and friction points. A consistently member-centric culture across teams and touchpoints. Improved customer service outcomes, fewer pain points and clearer pathways. Teams naturally reference and prioritise member viewpoints - from competitors to organisers to marshals - because this role has helped embed their voice in planning and delivery. Core Competencies Below are the core competencies, knowledge, and skills required to be successful in this role: 5+ years experience in project management, member/customer experience or digital delivery. Proven ability to manage multiple workstreams and stakeholders. Experience working with agencies, technical teams or digital projects. Excellent communication skills - able to translate complexity into clear actions. Strong organisational skills and attention to detail, especially in content management. Passion for improving user experiences and championing member needs. Comfortable working in a fast-paced, collaborative environment. A natural interest in insight, strategic thinking and creative problem-solving, and how these shape growth and member engagement. Desirable Competencies Experience within membership organisations, sports bodies or volunteer-led communities. Familiarity with CMS platforms, UX principles or digital service design. Experience with customer-service transformation programmes. Understanding of governance, regulations or controlled content. A passion for motorsport and its community. An enthusiasm for creative outputs - from UX and content to brand storytelling - and an understanding of how insight and strategy drive meaningful member experiences. Why This Role Matters Motorsport UK is building a future where every participant - competitor, volunteer, official, club or fan - can access clear, simple and empowering digital experiences. This role is essential to making that a reality. You will ensure our biggest digital transformation in a decade happens smoothly, clearly and with members at the heart of every decision. You will strengthen how we communicate, how we support our community, and how we present motorsport to the world - helping more people enjoy motorsport, more often. Benefits Competitive salary 25 annual leave + bank holidays 5% pension contribution from Motorsport UK Private medical cover Financial, Physical and Mental wellbeing support 4 x annual salary life assurance Breakdown cover Free on site parking Access to a host of other member / staff benefits To apply for this vacancy, please forward a copy of your CV and Cover Letter to jointheteam@motorsportuk.org