Customer Experience Manager

Scratch Golf; Greater London; Hybrid; GBP 60,000 - 80,000; Full time

Benefits offered by this job

Equity

Job summary

Scratch Golf is building a network of unstaffed, tech-enabled indoor golf venues in London. The Customer Experience Manager will be the face and voice of Scratch Golf to members, ensuring a seamless end-to-end experience from booking to renewal and beyond.

You will own membership systems, drive retention, manage on-site operations, and collaborate with the CEO on growth strategy. This role offers equity and a clear path to Head of Operations as the portfolio expands.

Qualifications

• Experience in leisure, fitness, golf or simulator venues with membership operations.

Responsibilities

• Own membership management: Arketa bookings, memberships, pricing, schedules and access.
• Manage full member lifecycle from trial to sign-up, renewal and win-back.
• Build and maintain a thriving member community through events, leagues and partnerships.
• Keep venues in perfect working order: simulators, access systems, lighting, etc.
• Run marketing efforts: email, social media, and campaigns supporting venue launches.
• Track KPIs and support strategy discussions with the CEO and team.
• Lead facilities coordination for new openings and ongoing maintenance.

Skills

Member management

Customer service

Facilities management

Marketing & growth

Business performance

Booking systems

Analytics & KPIs

Golf simulators experience

Multi-site operations

Email marketing

Golf enthusiasm

Tools

Arketa

Mindbody

Glofox

Squarespace

Job description

Scratch Golf is building a network of unstaffed, tech-enabled indoor golf simulator venues. Customers book online, arrive and play - no staff required. We're early stage with venues trading and a clear plan for rapid expansion across London and beyond.

This is a foundational hire. As Customer Experience Manager you will run the member and venue side of the business alongside the CEO: looking after our members, keeping our venues in perfect working order and making sure every customer has a great experience from first booking to renewal. You'll also get involved in marketing, performance analysis and company strategy as the business grows.

Reports to

Founder / CEO

Location

London (across our venues, with flexibility)

Type

Full-time

Start

ASAP

Comp

Competitive base + meaningful equity

About the Role

Our venues are unstaffed, which means the member experience is delivered through our systems, our kit and the person behind the scenes who makes sure both are working. That person is the Customer Experience Manager. You are the face and voice of Scratch Golf to our members, and the person who keeps every bay, simulator and door working as it should.

We're looking for someone from the leisure, fitness, golf or simulator world who understands what a well-run membership venue feels like: welcoming customers, converting trials, retaining members, and dealing with the practical realities of running a facility day to day. You'll work directly with the CEO and have real ownership from day one.

Within 12-18 months we expect this role to grow into a Head of Operations position as the estate scales and you build a team beneath you.

What You'll Own

Membership Management

• Own the Arketa booking and membership system: memberships, pricing, schedules, access and integrations
• Manage the full member lifecycle from trial to sign-up, renewal and win-back
• Track membership numbers, utilisation and churn, and act on what the data is telling you
• Develop and run initiatives to grow memberships, improve retention and increase member value

Customer Success

• Manage all customer communication and be the voice of Scratch Golf to our members
• Run intro sessions for new customers and convert them into members
• Resolve customer queries and complaints quickly and well, and feed root causes back into operations
• Identify at-risk members early and act to prevent churn
• Build a member community: events, leagues, competitions and partnerships that keep people coming back

Facility & Site Operations

• Keep every venue in perfect working order: simulators, launch monitors, screens, access systems, lighting and the building itself
• Manage scheduled and ad hoc maintenance, including simulator software and hardware upkeep
• Own facilities management, including contractors, landlords, cleaners and suppliers
• Troubleshoot on-site customer issues, remotely where possible and in person when needed
• Manage stock and consumables in the bays and venues
• Support new venue openings: fit-out coordination, kit installation and launch readiness

Marketing & Growth

• Run email and social media marketing to members and prospects
• Support Google Ads and digital campaigns, and help build repeatable playbooks for each venue launch
• Represent Scratch Golf locally: corporate groups, societies, clubs and local partnerships

Business Performance & Strategy

• Operate the business tech stack: Arketa, Monday.com, Claude, our proprietary churn dashboard and the Squarespace website
• Develop and track KPIs and contribute to regular investor reporting with the CEO
• Contribute to strategy: new venues, new formats, pricing and the member proposition
• Take on ad hoc projects as the business needs

What We're Looking For

• Experience in leisure, fitness, golf or a simulator / experiential venue: a gym or club, a golf club or driving range, a simulator studio, or a similar membership-based operation
• A track record of looking after members or customers: converting, retaining and resolving problems
• Hands-on and practical: comfortable with equipment, maintenance and the day-to-day running of a facility
• Organised and self-directed, able to manage multiple venues and priorities without daily direction
• Excellent written and verbal communication with customers, suppliers and contractors
• Comfortable with booking and membership systems, spreadsheets and basic performance data
• Direct and confident, you don't shy away from a hard conversation with a customer or supplier
• Experience with golf simulators (Trackman, Foresight, Uneekor, GSPro or similar) and launch monitor software
• Experience with Arketa, Mindbody, Glofox or a similar booking platform
• Experience in a multi-site or unstaffed / 24-hour operation
• Email marketing, social media or Google Ads experience
• A keen golfer with a genuine interest in the game

What You'll Get

• Genuine ownership of the member experience and venue operations
• Equity that reflects the foundational nature of this role in the company
• Direct exposure to the CEO on strategy, finances and growth from day one
• A clear path to Head of Operations as the portfolio grows to 10+ sites
• Complimentary simulator time and access to all Scratch Golf venues

Interview Process

1. A conversation covering your background and motivations. We'll walk you through the Scratch Golf model, our current estate and where the business is heading.
2. A deeper conversation with the CEO. We'll explore a venue or membership you've run or been part of: how you looked after members, handled problems and kept the facility running. Expect probing on how you think about retention and the customer experience.
3. Take-Home Task Allow 3-4 hours The core of the process. You'll receive a separate task brief covering a realistic problem relevant to the role. No right answer, we want to see how you think about our business.
4. Task Debrief + Final Round 60 min In-person You'll walk us through your task response. We'll stress-test your reasoning with some 'what if' scenarios. Includes a short culture conversation with a second founder or senior team member. Decision within 48 hours.