About the role 

We’re looking for a proactive Membership Experience Coordinator to help ensure CODE membership runs smoothly and members feel supported. 

This is a hands-on, problem-solving role: you’ll manage member queries, improve self-serve tools, and work closely with our Senior Product Manager to turn member feedback into practical improvements across our digital products. 

It’s more than just customer service - this role sits at the heart of our membership experience, resolving issues, improving how things work, and helping us strengthen our relationship with the hospitality professionals who make up our community. 

What you’ll do day-to-day 

Member support & operations 

• Own the member support inbox: triage, respond, and resolve queries quickly 
• Keep internal stakeholders updated on recurring issues 
• Help reduce support volume through better self-serve content, FAQs, and process improvements 
• Track and measure key support metrics to ensure we’re meeting targets 

Improvement & insight 

• Collect, tag, and synthesize feedback from members to identify patterns and opportunities 
• Turn feedback into actionable recommendations for the product and wider team 
• Support experiments and small improvements to activation, conversion, and retention 

Community & engagement 

• Help run a beta-testing program or small feedback cohorts to test new features and ideas 
• Follow up with members to ensure fixes and improvements are making a real difference 

What we’re looking for 

• Curious problem-solver who enjoys improving processes and experiences 
• Strong written communication skills; you can turn insights into clear actions 
• Comfortable with digital tools, analytics, and learning new platforms 
• Experience in customer support, CX, community management, or product operations is helpful 
• Interest in hospitality is a bonus, but a love of helping people is essential 

Salary: £32k–£39k 

About us 

Knife & Fork Media is a London-based hospitality media business that owns CODE Hospitality and The Good Food Guide.  

The Good Food Guide (GFG) is a members’ community for people who love eating out. Originally founded in 1951, The Guide reviews the best restaurants, pubs and cafés across Great Britain combining a network of reader feedback with anonymous expert inspections. Members get access to restaurant reviews, editorial content, exclusive events and restaurant discounts.   

CODE Hospitality (CODE) is a membership community for people who work in the UK hospitality industry. Members get access to dining, drinking and lifestyle offers, perks, editorial and events. We have a network of more than 70,000 people working in and with hospitality. We endeavour to champion the industry in everything we do.