Client Engagement Specialist at Clubmate,

• From £28k per annum + company performance bonuses
• Full Time
• Remote - UK

Clubmate is the go-to fishery management platform trusted by 100,000+ anglers and 2,500+ fishery managers, committee members, and bailiffs. We help remove unnecessary paperwork, increase revenue, and give back spare time with our simple-to-use, cloud-based system designed specifically for fishing clubs and fisheries.

We are growing rapidly as we offer more clubs and fisheries the opportunity to modernise their methods, working with some of the largest clients in the UK. In addition, we are establishing Clubmate as a leading authority in the angling space. Because of this growth, we are looking for a talented, driven, and creative Customer Engagement Manager who shares our passion for angling to join our expanding team.

Role Overview

This role will be varied! You will be on the front line of customer support, handling incoming client queries via email, online chat, and phone. You will identify trends, upgrade opportunities, and provide feedback to our product team. You will also help onboard new clients, provide training, create and present fishery-focused seminars, proactively check-in with clients, and help deliver an excellent experience for our clients and the industry. Additionally, you will become a product specialist capable of delivering online demonstrations to prospective clients.

As our company grows rapidly, there are many opportunities to learn, develop your career, and deepen your knowledge of angling.

Key Responsibilities

• Provide product training and encourage adoption using help articles, videos, 121 sessions, AI, webinars, and in-app prompts.
• Be on the front line of customer support for our clients.
• Optimize existing customer support and onboarding processes, including maintaining the Clubmate Help Centre.
• Create and present fishery-focused seminars to the angling community.
• Become a product specialist and demonstrate the value of Clubmate to prospective clubs and fisheries.
• Proactively check in with clients to strengthen relationships, identify upsell opportunities, and broaden product adoption.
• Collaborate with marketing, product, sales, and addons teams to ensure excellent client experiences.
• Maintain detailed records of client feedback to inform product development.
• Stay updated on clubs, fisheries, and the angling trade.
• Identify and arrange customer stories, both written and video.
• Represent Team Clubmate as a brand ambassador within your own angling community and via social media.

Requirements

• Passionate about angling and eager to improve the sport.
• Excellent communicator, capable of building rapport with people.
• Determined to solve problems, empathize with customers, and exceed expectations.
• Goal-oriented with a proven track record of performance.
• At least 1 year of experience in a remote client-focused role.
• Team player willing to support colleagues when needed.
• Adaptable and agile, capable of handling diverse clients and challenges.
• Knowledge of angling, voluntary or paid, is essential.
• Comfortable with technology; experience with tools like Intercom, WordPress, and Hubspot is desirable but not essential.

Please note: While this role is remote, you should be able to visit our Head Office in Essex for meetings or as required by the business.

To be considered, please include a cover letter answering the following questions:

1. Why are you choosing us? What motivates you to work for Clubmate, specifically as a Client Engagement Manager?
2. Why should we choose you? What relevant experience do you have, and how does it make you a great fit for the role?
3. In your own words, briefly explain how you think Clubmate benefits angling and share any ideas for future contributions.