ROLE: Delivery Lead OFFICE: Perth, Australia
About Us: We are Two Circles, a Sports & Entertainment Marketing business. We grow audiences and revenues by understanding fans best. We work with clients to help them understand & influence what their fans are doing - from spending habits to event attendance and content consumption. Our platforms and services are trusted by over 900 clients globally, including the English Premier League, Red Bull, UEFA, VISA, the NFL, Nike, and Amazon. With almost 1000 people across 14 offices, we deliver work for sports and entertainment businesses worldwide.
JOB DESCRIPTION We are looking for a great communicator and collaborator with experience as a delivery lead, account manager, project manager, or customer success lead to deliver world-class services for our sporting clients.
You will be client-facing and work within our Digital Products team, interfacing regularly with our Product Leads, QAs, Technical Leads, Developers, and clients' representatives across multiple projects.
Reporting to the Head of Delivery, you will play a crucial role in delivering support services to our major sporting clients, ensuring strong relationships and trust are built for future engagements. You will lead small projects and platform enhancements for our clients while proactively engaging with client representatives to uncover new opportunities for Two Circles to support their business growth.
The projects and products we deliver for our clients vary, including websites, mobile applications, and digital marketing products supported by technology such as CMS, CRM, Data Warehouses, CDP, identity tools, and various digital marketing tools.
Day-to-day, you will work with Product Managers and our development teams to understand each project's context and the unique needs of our clients. You will regularly and proactively engage with client representatives to build relationships, plan maintenance and support activities, manage ongoing project delivery, uncover new opportunities, and demonstrate the value delivered by the Two Circles team. You will also be responsible for 1st line support, including initial triage, prompt investigation, and resolution of support incidents according to SLAs, as well as quality assurance, release approval, and all relevant client communications.
This is a unique opportunity to work with major sports, positively impacting people's health and wellbeing in an exciting, modern, and highly engaged team.
You will succeed in this role if you are organized and thrive in environments where you can bring clarity to uncertainty. You need to be comfortable talking to client stakeholders at various levels to deeply understand their unique challenges and key personnel in our engineering and product teams to find the optimal path to resolution while focusing on delivering maximum value to our clients.
This is a hybrid role preferably located in the Western Australia time zone to work closely with our Melbourne Office and our Head Office in the UK (London), with two days per week spent in our Perth office preferred.
Key Responsibilities: Lead the delivery of client projects and provide ongoing support activities ensuring high quality of services and client communications.Lead regular client and internal meetings, develop comprehensive reports, plan future initiatives, and report on past progress to our clients.Monitor and triage tickets in our support portal and provide 1st line support in collaboration with the engineering team.Be responsible for proactive communication and regular status updates to our clients.Engage proactively with our clients to build great relationships and trust while uncovering new opportunities for future engagements with Two Circles.Collaborate with the Two Circles team to improve the efficiency of our support process.Perform user acceptance testing prior to release.Review and manage project budgets and time spent to ensure profitable engagements.Be comfortable working with technical aspects of the project such as APIs, databases, mobile apps, etc.Requirements Skills: Minimum 1-2 years of experience as a Delivery Lead, Customer Success Lead, Project/Account Manager, or a similar role.Demonstrable experience working in a client-facing capacity.Proven track record of successfully managing and delivering multiple technology projects.Ability to foster and drive an open/transparent communication culture between Two Circles and clients.Demonstrated accountability and autonomous work ethic.Ability to navigate complicated support environments and leverage previous experience for successful delivery.Ability to foster a continuous improvement, high-velocity mindset amongst the team.Confidence to make decisions without perfect information.High attention to detail and a natural curiosity towards problem-solving.Desirable: Agency or consultancy experience.Experience completing pre-sale activities and uncovering new opportunities.A keen interest in sport or the sports business and a genuine interest in the positive effects we have on our clients' businesses.Two Circles is committed to creating a diverse environment and is proud to be an equal opportunity employer. All qualified applicants will receive consideration for employment without regard to race, colour, religion, gender, gender identity or expression, sexual orientation, national origin, genetics, disability, age, or veteran status. We value and encourage candidates from all backgrounds to apply for roles at Two Circles. We would love for you to fill out the Equality & Diversity Monitoring Form as part of your application. This form does not ask for your name or any personally identifiable information.
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