Technical Support & Customer Experience Manager

LOUGHBOROUGH UNIVERSITY; Ashby-de-la-Zouch; Hybrid; GBP 80,000 - 100,000; Full time

Job summary

A leading educational institution in the UK is seeking a Technical Support & Customer Experience Manager to enhance support and customer experience functions. This full-time role requires substantial experience in high-performance settings and proven leadership skills. Key responsibilities include managing multi-disciplinary services, overseeing budgets, and integrating technology solutions. The role offers competitive pay and various benefits, including flexible working options. Informal inquiries can be made to the Deputy Director of Sport.

Benefits

Generous holiday allowance

Discounted gym memberships

Flexible working options

Access to sporting facilities

Qualifications

• Substantial experience in delivering and coordinating support services in a high-performance environment.
• Ability to manage multiple budgets effectively.
• Commercial acumen to identify growth opportunities.

Responsibilities

• Lead the strategic development of performance support services.
• Oversee delivery of integrated services in the performance sector.
• Implement quality assurance processes and manage budgets.

Skills

Leadership

Project Management

Analytical Skills

Problem Solving

Communication

Education

Post-graduate qualification in sport science, sports medicine, or strength and conditioning

Job description

Job Title

Technical Support & Customer Experience Manager

Location

UK HQ (Loughborough) or hybrid

Reports To

Director – Product Sales

Job Type

Full‑time

Position Overview

We are seeking a dynamic Technical Support & Customer Experience Manager to lead our support and customer experience functions and drive operational excellence in the UK HQ.

Responsibilities

• Lead the strategic development of performance support services, aligning with the Performance Sport Leadership Team's vision and values.
• Oversee the delivery of integrated services, inclusive of sport science, strength and conditioning, and sports medicine.
• Implement robust quality assurance processes across multi‑disciplinary teams.
• Manage budgets, forecast financial plans, and identify new business opportunities.
• Collaborate with key partners, including the School of Sport & Exercise Science and the National Centre for Sport and Exercise Medicine.
• Drive innovation through technology integration and use of AI in performance support.
• Develop practitioner pathways and contribute to the evolution of the Performance Centre as a hub for excellence.

Qualifications

• Substantial experience in delivering and coordinating support services in a high‑performance, multi‑disciplinary setting.
• Proven leadership and project management skills, with the ability to manage multiple budgets.
• Strong analytical, problem‑solving, and communication skills.
• Post‑graduate qualification in a relevant discipline (sport science, sports medicine, or strength and conditioning).
• Commercial acumen and the ability to identify growth opportunities.
• Collaborative leader committed to equity, diversity, and inclusion.

Benefits

• Generous holiday allowance, 14 university closure days and bank holidays, with option to buy extra.
• Access to fantastic facilities, green space across the 523‑acre campus, and a community at the London campus.
• Competitive pay, two pension schemes, and everyday savings opportunities.
• Support for life events, on‑site nursery, flexible and hybrid working options.
• Health and wellbeing: discounted gym memberships, access to sporting facilities, physiotherapy, and health offers such as eyesight testing.
• Travel and sustainability: electric vehicle and cycle‑to‑work schemes, travel offers for sustainable commuting.

Contact

Informal enquiries to Olivia Murphy, Deputy Director of Sport
[e-mail]

Closing date: 11 January 2026
Interviews to be held 3rd and 4th February 2026