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Manager, Commercial Partners
4 weeks ago
THE POSITION The main responsibilities of the Ticketing FIFA Commercial Partners & Local Entities Customer Care Manager for the FIFA World Cup 2026⢠include: ·
- Plan and implement effective customer care strategies and processes across all the established communications channels (email, phone and any other ticketing bespoke systems);
- Train and manage a small team, in line with the sales strategy and FIFA ticketing requirements, policies and regulations; including regular quality assurance checks;
- Perform customer care ticketing processes (back office and onsite) whenever required; ·
- Build, manage and maintain successful relationships with all FIFA Commercial Partners & Local Entities whilst resolving all issues and enquiries;
- Manage and monitor the ticket quota and requests allocated to FIFA Commercial Partners & Local Entities.
- Issue all necessary ticketing communications and be able to translate into required languages, where applicable;
- Present ticketing information and deliver training to FIFA Commercial Partners & Local Entities and other stakeholders both in person and online;
- Plan effective communication and escalation processes and ensure implementation within the team; ·
- Plan and implement quality control procedures to ensure that any deviation from the requirements is detected and corrected as soon as possible.
- Actively research and implement solutions to pro-actively increase the productivity of the group sales customer care team and maximize customer information and satisfaction.
- Analyse and report regularly on KPIs and the effectiveness of customer care being delivered Pro-actively identify and report on patterns and risks, and implement processes to mitigate them.
- Ensure that all customer care processes are in compliance with the different FIFA functional areas requirements, including but not limited to Legal, Sustainability, Data Protection, Finance, etc.
- Liaise with internal and external stakeholders to ensure the relevant customer care information is available and share applicable knowledge; ·
- Ensure an efficient administration and archive of all versions of customer care and knowledge base, in all languages.
- Report on the implementation of sales strategy and ticketing requirements.
- Ensure adherence to specific operational deadlines and project plans and compliance with ticketing policies, regulations and GDPR.
YOUR PROFILE Education & Qualification
- Bachelor or masterâs degree or equivalent in relevant area.
Work Experience
- Planning and delivery of Customer Care for corporate customers/business stakeholders (Essential) ·
- Leading and managing small teams (Essential)
- Ticketing (Good to have)
- International Sports Events (Good to have)
- Venue and onsite operations experience for major sports event (Good to have) ·
- Excellent communication and relationship management ·
- Good numeracy.
- Fluent in English, spoken and written (Essential)
- Fluent, spoken and written, in any of the following: French, Spanish, German (Ideal)
- Proficient in MS Office (Excel, Word, PowerPoint, Visio & Project) and planning software and online collaboration tools
- CRM software for case management
- Use of Ticketing applications and tools (nice to have)
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