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SAF BOTAFOGOCore Competencies
Role fitCore Competencies
Use this summary to align your resume positioning with the role.
Demonstrates expertise in service design and customer experience, with a strong focus on journey mapping, user testing, and data analysis to drive measurable business results. Proficient in managing budgets and promoting a customer-centric culture within the organization.
Highest-signal resume keywords
Journey MappingService DesignUser TestingData AnalysisCustomer Experience
About the role
Key responsibilities & impact- Map end-to-end journeys for fans, official and licensed merchandise customers, sponsors, and partners
- Build and maintain journey maps and service blueprints
- Conduct interviews, game-day observations, usability testing, and conversations with members and sponsors
- Combine ticketing, CRM, e-commerce, and app data with qualitative research
- Design solutions, build prototypes, run pilots, measure results, and scale what works
- Identify opportunities across different revenue streams, including benefits, experiences, and cross-sell offers
- Design the sponsor journey, including contractual benefits, activations, hospitality, and performance reports
- Manage the experience budget and report on returns to the CRO
- Promote a customer-centric culture and bring the voice of fans and sponsors into decision-making
Requirements
What you’ll need- Bachelor’s degree in Business Administration, Marketing, Communications, Industrial Engineering, or a related field
- Experience in service design, customer experience, UX research, or product design, working on journeys that integrate physical and digital channels
- Practical proficiency in journey mapping, service blueprints, personas, service prototyping, and user testing
- Demonstrated experience leading projects from diagnosis through implementation, with measurable business results
- Knowledge of churn, LTV, conversion rate, average order value, and NPS
- Ability to independently analyze and interpret data, with strong proficiency in spreadsheets and dashboards
- Clear, concise communication and storytelling skills for presentations to senior leadership
- Experience with subscription or recurring-revenue models
- Experience in live entertainment, events, hospitality, tourism, or omnichannel retail
- Experience with B2B clients, account management, partnerships, or sponsorships
- Knowledge of the sports industry and international fan engagement best practices
- Experience with A/B testing and controlled-group pilots
- Intermediate English proficiency
Benefits
Comp & perks- Position also open to applicants with disabilities
- Hybrid work model
ATS Keywords
✓ Tailor your resumeApplicant Tracking System Keywords
Tip: use these terms in your resume and cover letter to boost ATS matches.
Hard Skills
Service BlueprintsPrototypingChurn AnalysisLTV CalculationConversion Rate OptimizationAverage Order Value AnalysisNPS MeasurementA/B TestingDashboard ProficiencyProject Management
Soft Skills
Clear CommunicationStorytelling SkillsLeadershipCollaborationCustomer-Centric Mindset
Tools & Technologies
CRM SystemsE-Commerce PlatformsSpreadsheetsData DashboardsPrototyping Tools
Industry Keywords
Live EntertainmentEventsHospitalityTourismOmnichannel RetailB2B Client ManagementSponsorshipsSports IndustryInternational Fan EngagementRecurring-Revenue Models