Customer Experience Lead

Role Summary

The Customer Experience Lead is responsible for converting customer enquiries into confirmed bookings through proactive communication and a consultative approach. In addition, the role supports event delivery by acting as the main point of contact for customers, ensuring accurate administration, identifying opportunities for additional bookings, and contributing to continuous improvement of customer and operational processes. This role combines sales, customer service, and on‑site event support within a dynamic motorsport environment.

Key Responsibilities

Lead Conversion & Sales

• Manage new and existing enquiries via CRM systems, phone, email, and social platforms
• Build strong relationships with customers and guide them through the booking process
• Provide clear and accurate programme information and handle objections professionally
• Proactively follow up on enquiries to maximise conversion rates
• Maintain accurate and up‑to‑date records within CRM systems

Event Delivery & Customer Experience

• Act as the primary point of contact for customers during events
• Manage on‑site administrative processes (e.g., registration and data accuracy)
• Communicate schedules and updates clearly and professionally
• Collect and document customer feedback
• Escalate operational issues where required
• Promote future events and programmes

Community & Brand Engagement

• Support social media activity in collaboration with the wider team
• Act as a local brand ambassador

Process Improvement & Project Support

• Contribute to improvements in sales and customer service processes
• Support operational projects and initiatives
• Identify opportunities to improve efficiency and customer experience

Qualifications and Experience

Essential

• Experience in a customer‑facing role involving enquiry management
• Experience handling inbound enquiries via phone, email, or CRM
• Strong communication skills and ability to build rapport quickly
• Professional and confident communication style
• Ability to prioritise and manage multiple tasks
• High attention to detail
• Experience using CRM systems
• Ability to remain calm under pressure

Desirable

• Experience in sales or conversion‑focused roles
• Experience in events, sports, or youth programmes
• Social media or community engagement experience
• Process improvement or project experience

Additional Information

• Full‑time, permanent position based in Stuttgart, Germany
• Standard working hours apply; weekend work may be required during events
• Working time will comply with German labour laws
• Travel to event locations is required

FAT Karting League is committed to equal opportunities and fostering an inclusive workplace.