Manager, Member Associations Customer Care, FIFA World Cup 2026
2 weeks ago
THE POSITION The main responsibilities and oversights of the Ticketing Member Associations Customer Care Manager for the FIFA World Cup 26⢠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 FIFAâs Member Associations whilst resolving all issues and enquiries;
⢠Manage and monitor the ticket quota and requests allocated to FIFA Member Associations;
⢠Issue all necessary ticketing communications and be able to translate into required languages, where applicable;
⢠Present ticketing information to Member Associations 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 maximise 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 ⢠Bachelor or masterâs degree or equivalent in relevant area.⢠Planning and delivery of a similar project for a major international sport event
⢠Planning and delivery of Customer Care for corporate customers/business stakeholders
⢠Leading and managing small teams
⢠Delivery of user acceptance tests
⢠Ticketing
⢠Venue and onsite operations experience for major sports event
⢠Customer Service
⢠Excellent communication and relationship management
⢠Good numeracy
⢠Courtesy and Cooperation
⢠Accountability and Transparency
⢠Analysis and Innovation
⢠Flexibility and Adaptability
⢠Perseverance and Dedication
⢠Proactivity and Organisation
⢠Time Management and Prioritisation
⢠Fluent in English. Spanish, French or German proficiency is a plus⢠Proficient in MS Office (Excel, Word, PowerPoint, Visio & Project) and planning software and online collaboration tools
⢠CRM software for case management, including automatic and manual management of the cases.
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