Community Experience Manager

Action Funder is the grant management platform revolutionising community investment. Built with funders and driven by AI, it streamlines the funding process, reduces admin and costs and delivers money directly into community projects.

Designed for organisations that want to give with purpose and prove their impact, Action Funder enables smarter, faster, more transparent grant giving. Users can launch branded funds, connect with local projects that align with their goals and access real-time impact reports that support ESG, CSR and social value objectives.

With over 17,000 self-enrolled community projects across the UK actively accessing funds through the platform, Action Funder is redefining how businesses give back.

The Community Experience Manager plays a central role in the Customer & Community Experience function - owning the health, quality, and growth of Action Funder's non-profit community while supporting fund delivery and funder engagement.

You will own and develop the non-profit side of the marketplace: building, supporting, and empowering a thriving community of non-profit organisations that are ready to deliver real impact.

In time, you'll also manage the contact points for all users across the platform in terms of customer support.

As Action Funder grows, this role will also help shape the welcome journey and ongoing engagement for individuals, working alongside the CS team to ensure a seamless cross-audience experience.

This role is ideal for someone who is ambitious, relationship-driven, operationally strong, and passionate about connecting people, communities, and funding in ways that create measurable change.

• Act as the primary point of contact for all non‑profits and users on the platform - providing guidance, support, and encouragement via support channels: help centre, email, phone, Whats App (emerging), chatbot, and community drop‑ins.
• Advocate for the non‑profit community internally, ensuring their feedback and experience inform platform improvements and product decisions.
• Manage onboarding and engagement strategies to grow and sustain an active, diverse, and high‑quality base of community partners.
• Develop and deliver initiatives that build non‑profits' understanding of funding, volunteering, and donation opportunities
  -including ownership of the non‑profit help centre.
• Help build and maintain self‑serve support content (help articles inc video formats) for users.
• Lead monthly online non‑profit drop‑in sessions to strengthen community engagement and learning.
• Develop and maintain community guidelines, best‑practice, and quality of non‑profit profiles and projects.
• Monitor community health metrics - active profiles, project quality, CSAT, NPS - reporting back to the Head of CS.

• Oversee due diligence checks and payment processes for funds closing on the platform, ensuring accuracy, compliance, and timely turnaround.
• Work with the CS team to promote live grant, donation, and volunteering programs to relevant community partners, maximising reach and application quality.
• Track and chase overdue project updates and impact surveys to maintain accurate data for funders and platform‑wide reporting.
• Collaborate with the Customer Success team to ensure seamless experiences across the funder and non‑profit journey.
• Work with Marketing on outreach campaigns, case studies and success stories that highlight non‑profit impact.
• Work with Product and Tech teams to share user insights and contribute to feature development that improves the non‑profit and user experience.
• Lead on the delivery of events, training, and campaigns that connect funders, community partners, and individual users.
• Work with CS Ops (emerging) to maintain data quality and flag community‑side compliance or eligibility issues.

• 3+ years' experience in community management, customer success or similar role. Ideally managing communities in a SaaS marketplace environment.
• Excellent communication and relationship‑building skills to engage warmly with a wide range of audiences.
• Highly organised with the ability to manage…