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Two Circles grows audiences and revenues for the world’s leading sports and entertainment organizations, by helping clients know fans best.

Two Circles Icon

Two Circles is a leading sports marketing agency that leverages data to cultivate direct relationships between sports and fans, ultimately enhancing the fan experience and driving revenues. Their dedicated teams focus on developing and executing strategies to maximize sponsorship rights fees, enhance commercial performance, create engaging content, and develop data platforms and digital products designed specifically for sports properties. 

In addition to their core services, Two Circles also runs a program called "Diversity in Sports," which mentors under-represented talent in the UK sports industry, aiming to accelerate their growth. With a global presence spanning six international offices, including LA, NYC, London, Paris, Bern, and Melbourne, Two Circles has been instrumental in driving some of the most significant commercial successes in international sports. 

Overall, Two Circles' commitment to leveraging data and technology to enhance the sports industry's value and build a better future has solidified their position as a powerhouse in the sports marketing arena.

Two Circles

Two Circles Logo

Two Circles is a data-driven sports agency that helps sports organisations grow direct relationships between sports and fans. We use data to help our clients understand their customers and act on this insight. We help them improve customer experience, increase revenue and enhance their partner proposition. We have offices in the UK (London), North America (New York and Los Angeles) and mainland Europe (Paris and Bern), and have been named Sport Industry Agency of the Year four times.

## **Product Designer (3 month contract)**

On-site in Melbourne, Victoria, Australia

## Responsibilities

- Collaborate with cross-functional teams to design user-centered products.
- Utilize data insights to inform design decisions.
- Create wireframes, prototypes, and high-fidelity designs.

## Qualifications

- Proven experience as a Product Designer or similar role.
- Strong portfolio showcasing design projects.
- Proficiency in design tools such as Sketch, Figma, or Adobe Creative Suite.

Fractional Product Designer

FigmaOP

Product Design

Product Design Lead

User Experience Designer

Adobe Inc. is an American multinational computer software company headquartered in San Jose, California.

Adobe Creative Cloud

Product Designer role for a 3-month contract at Two Circles, a data-driven sports agency in Melbourne, Australia. The position involves designing user-centered products and collaborating with cross-functional teams.

Product Designer

Engineering

## Company mission

To use data to grow the value of sports.

Two Circles is a digital sports marketing agency that develops and executes marketing strategies for sports-based companies, supplying the means to maximise sponsorship rights fees, increase commercial performance, engage the right audiences, and use data to inform future strategy.

As well as delivering front-running marketing tech and services for the sports industry, the company also dedicates itself to improving diversity and inclusion in sports, including its "Diversity in Sports" mentoring program that aims to accelerate the growth of under-represented talent across the industry.

Two Circles works with more than 300 sports rights holders, including the likes of the NFL, UEFA, F1, and the ICC, as well as $1bn in sponsorship revenues. A series of acquisitions has contributed to the expansion of the business - for example, that of Australia-based digital specialist Codeware, which came alongside the opening of a Melbourne office, has enabled it to grow its presence in the Oceania region and bolster its tech offering.

## Company benefits

- Renowned Team Days often throughout the year
- Discretionary Bonus based on company performance
- Performance Reviews every 6 months with discretionary salary increases

## Who you are

- Proven experience in Service Management, Service Delivery, Customer Success or similar, including:
- Process implementation and improvement across the Operations part of the Service Lifecycle
- Quality incident and problem management
- Passion for Service Excellence, with a strong customer focus
- Proficient in configuring and administering an ITSM tool like Jira Service Management & ZenDesk
- Exceptional ability to communicate with technical and non-technical audiences verbally and in writing, as well as fostering excellent relationships
- Project and Business Change Management experience
- Excellent stakeholder management, being able to be clear with SVP and EVP level staff to ensure that the customer gets the right solution irrespective if it is delivered from engineering, GTM or support

## What the job involves

- We are seeking an experienced Client Support Transformation Lead (Interim) to take on a high-impact, time-bound mandate to stabilise and improve the performance of our North America client support function
- This is not a steady-state Service Delivery role. You will be responsible for driving a turnaround in performance, addressing structural and cross-functional issues, and implementing fundamental fixes to improve service quality and client experience in the near term
- This is a 6-month interim role with a clear mandate to deliver measurable improvements quickly and leave behind a stable, scalable, and well-defined support function
- Rapidly run a diagnostic of current client support performance leveraging what has already been done by global lead
- Identify key failure points across process, team structure, tooling, and cross-functional dependencies
- Stabilise high-risk clients, incidents, and service gaps in the short term
- Industrialise performance visibility through reporting, dashboards, and KPIs
- Reset and enforce SLAs, KPIs, and service standards with clear ownership and accountability
- Drive improvements in response times, resolution quality, and client communication
- Assess team capability, structure, and capacity, implementing changes where required, and support search for new region lead
- Embed clear governance, prioritisation, and workflow management across the support function
- Reduce dependency bottlenecks and improve cross-functional ways of working
- Embed ITIL-aligned incident management, ensuring rapid triage, escalation, and resolution of service-impacting issues with clear communication to clients
- Establish a problem management practice to identify root causes of recurring incidents and drive permanent fixes in partnership with Product and Engineering
- Ensure best use of the engineer led Kanban team ensuring that fixes where suitable are strategic rather than tactical
- Work with GTM teams to ensure that support services we sell is achievable and appropriately priced

**Location:** Vancouver  
**Level:** Senior and Expert level  
**Duration:** 6-month interim role

Allyssa Townsend

Operations Manager

Operations Manager at Two Circles

Kiki James

People and Culture Lead

Alice Blundell

People Lead

Head of Talent Acquisition, India

HR Lead

Interim Client Support Transformation Lead, Two Circles

The #1 software development tool used by agile teams to plan, track, and release great software.

Jira

Change Management

Stakeholder Management

Service Delivery

Transformation Lead

Seeking an experienced Client Support Transformation Lead (Interim) to stabilize and improve the performance of the North America client support function. This 6-month interim role involves driving a turnaround in performance, addressing structural issues, and implementing fixes to improve service quality and client experience.

Two Circles

About Two Circles

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Interim Client Support Transformation Lead

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