Interim Client Support Transformation Lead

We are Two Circles. We are a Sports & Entertainment Marketing business. We grow audiences and revenues. We do that by knowing fans best. We work with clients to help them understand & influence what their fans are doing the way fans spend their money the events that fans attend the channels fans respond to the content fans watch and more. And we use the understanding this gives us to help our clients grow. Grow their audiences and grow their revenues - both direct to consumer and business to business revenues. Our platforms and services are trusted by over 1000 clients globally including the English Premier League Red Bull UEFA VISA the NFL Nike and Amazon. We are over 1000 people based out of 15 offices and we deliver work for sports and entertainment businesses of all shapes and sizes all over the world.

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.

Responsibilties

OBJECTIVE : Turnaround North America Client Support (Immediate Impact & Stabilisation)

o Rapidly run a diagnostic of current client support performance leveraging what has already been done by global lead

o Identify key failure points across process team structure tooling and cross-functional dependencies

o Stabilise high-risk clients incidents and service gaps in the short term

o Industrialise performance visibility through reporting dashboards and KPIs

o Reset and enforce SLAs KPIs and service standards with clear ownership and accountability

o Drive improvements in response times resolution quality and client communication

o Assess team capability structure and capacity implementing changes where required and support search for new region lead

o Embed clear governance prioritisation and workflow management across the support function

o Reduce dependency bottlenecks and improve cross-functional ways of working

o Embed ITIL-aligned incident management ensuring rapid triage escalation and resolution of service-impacting issues with clear communication to clients

o Establish a problem management practice to identify root causes of recurring incidents and drive permanent fixes in partnership with Product and Engineering

o Ensure best use of the engineer led Kanban team ensuring that fixes where suitable are strategic rather than tactical

o Work with GTM teams to ensure that support services we sell is achievable and appropriately priced.

The ideal background and skills we are looking for include:

o Proven experience in Service Management Service Delivery Customer Success or similar including:

o Process implementation and improvement across the Operations part of the Service Lifecycle

oQuality incident and problem management

oPassion for Service Excellence with a strong customer focus

oProficient in configuring and administering an ITSM tool like Jira Service Management & ZenDesk

oExceptional ability to communicate with technical and non-technical audiences verbally and in writing as well as fostering excellent relationships

oProject and Business Change Management experience

oExcellent 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.