Customer Experience Lead

Job Title: Customer Experience Lead – UK

Location: Upper Heyford, UK

About FAT Karting League

FAT Karting League is a high-performance motorsport business built around competition, precision, and experience. We deliver organised racing environments where attention to detail, consistency, and teamwork are critical to success — on and off the track.

As a growing organisation, we’re building more than just a karting league. With plans to expand into other areas of motorsport, we’re creating opportunities for people who want to grow with the business and develop their careers as we scale. We’re looking for driven individuals who thrive in fast-paced, energetic settings, take pride in high standards, and are motivated by responsibility, progression, and being part of something that’s moving forward.

Role Summary

We are looking for a proactive and customer-focused Customer Experience Lead to support the growth of our junior karting programmes in the UK. This is a varied role combining customer sales, event delivery, and operational support, making it ideal for someone who enjoys building relationships, delivering exceptional customer experiences, and working in a fast-paced environment.

You will be responsible for converting warm enquiries into confirmed bookings through consultative conversations with parents and customers, while also acting as a key customer contact during live events. Alongside supporting event operations, you’ll help identify upsell opportunities, contribute to process improvements, and support wider operational projects as the business continues to grow.

This is an exciting opportunity to join an ambitious motorsport business at a key stage of expansion, with genuine opportunities for progression and development.

Key Responsibilities

Customer Sales & Enquiries

• Proactively manage new and existing enquiries via HubSpot, phone, email, and social platforms

• Build trusted relationships with parents throughout the junior karting sign-up journey

• Convert warm leads into confirmed bookings through consultative conversations

• Handle objections confidently and provide clear, accurate programme information

• Maintain accurate CRM records and pipeline visibility

• Follow up on enquiries to maximise conversion rates

Event Delivery & Customer Experience

• Act as the primary point of contact for customers during events

• Manage driver weigh-in processes and ensure accurate details within Alpha Timing

• Communicate event schedules and updates clearly and professionally

• Capture and document customer feedback to support continuous improvement

• Escalate operational issues promptly to the Event Manager

• Upsell future events and programmes during customer interactions

Community & Brand Engagement

• Support weekly US-specific social media activity in collaboration with the global team

• Represent FAT Karting League positively within the local community

• Build strong relationships with drivers, parents, and customers

Process Improvement & Operational Support

• Contribute to improvements in customer service and sales processes

• Support operational projects including Driver Training and SOP development

• Identify opportunities to improve efficiency across events and operations

• Assist with documenting and implementing operational best practices

Qualifications and Experience

Essential

• Experience in a customer-facing role involving enquiries, bookings, or sales conversations

• Experience handling inbound leads via phone, email, and CRM systems

• Strong communication skills with the ability to build rapport and trust quickly

• Confident and professional telephone manner

• Ability to manage customer expectations and resolve objections effectively

• Strong organisational skills with the ability to prioritise multiple enquiries

• High attention to detail when managing customer and event data

• Comfortable using CRM systems such as HubSpot and digital communication platforms

• Ability to remain calm and professional during live events and busy operational periods

• Experience working in fast-paced environments where priorities can shift quickly

Desirable

• Experience in a sales or conversion-focused environment

• Experience within events, sports, hospitality, or youth programmes

• Experience supporting social media or community engagement activities

• Exposure to operational projects or process improvement initiatives

• Passion or interest in motorsport is advantageous

Additional Information

• Full-time permanent role based in Upper Heyford

• Monday to Friday during non-event periods

• Weekend working will be required during scheduled events in line with business needs

• Time off in lieu (TOIL) or adjusted weekday hours will be provided as agreed

• Travel to event locations will be required as part of the role

• Opportunity to grow and develop within a rapidly expanding motorsport organisation

Benefits: 

• Private medical insurance 

• Pension scheme with salary sacrifice option 

• Life assurance (death in service) 

• 33 days holiday including bank holidays 

• Childcare support via salary sacrifice 

• Employee Assistance Programme (EAP) 

• Free GP service 

FAT Karting League is committed to attracting, recruiting, and retaining the most talented individuals, regardless of age, disability, gender identity, gender expression, gender reassignment, marital or civil partnership status, pregnancy or maternity, race, religion, belief, sex, or sexual orientation. We strive to be a team that supports diversity in the workplace and promotes an inclusive culture in which all team members are respected, empowered, and valued.