Manager, Ticketing Digital Communications, FIFA World Cup 2026
2 weeks ago
THE POSITION
The Ticketing Digital Communications Manager focuses particularly on the delivery of accurate, consistent, and relevant outputs to ensure that the customer has all the relevant information that must need before, during, and after the purchase process for the FIFA World Cup 2026TM, within the right timing, the correct format and the appropriate language for each customer. The main responsibilities of the Ticketing Digital Communications Manager, for the FIFA World Cup 2026TM include:
- Plan and implement effective strategies and processes for creating and delivering all ticket sales collateral and customer communications, including drafting, reviewing, translating, implementing, and continuously managing them to meet quality and timing requirements.
- Draft and review the sales collaterals and customer communications, which include but are not limited to: content for online ticketing portals and mobile apps, pages, FAQs portal, Standard Responses, Chatbot scripts, ticketing guides, call center and IVR scripts, transactional emails and customer communications.
- Coordinate with internal and external stakeholders to design and implement processes for reviewing and translating all content into relevant languages, ensuring quality and timeliness.
- Manage the ticketing glossary and respective translations and ensure this correct implementation.
- Regularly liaise with the Customer Care team to review the effectiveness of the sales collaterals and the customer communications.
- Actively search and implement solutions to pro-actively communicate with customers to maximize customer information and satisfaction.
- Monitor and continuously update all sales collaterals and customer communications, to ensure accuracy, relevance, and consistency at all times during the ticketing customer journey process.
- Support the team to ensure timely and effective content management of online ticketing portals and mobile ticketing apps, including also the management and execution of the applicable user acceptance tests.
- Ensure all sales collaterals and customer communications are accurate, consistent, relevant, and compliant with the applicable sales strategy and ticketing requirements.
- Support the use of a CRM system and a Marketing Automation Tool to send transactional emails and mass communications to customers, including building and sending of audiences, workflows, emails, communications, and respective analysis and reporting of results.
- Ensure an efficient administration and archive of all versions of sales collaterals and customer communications, in all languages.
- Ensure adherence to specific operational deadlines and compliance with ticketing policies and regulations.
YOUR PROFILE
Education & Qualifications
- Bachelor or master's degree or equivalent in a relevant area such as Digital Marketing, Communications, or similar.
Work Experience
- Minimum three years of experience creating and managing content for ticketing processes/solutions for events, ideally in the sports industry.
- Using content management and Marketing Automation Tools within large-scale projects, ideally inside ticketing and/or sports events, that require strong communication and organizational skills.
- Managing projects related to content creation and/or coordinating translations that require attention to the details, ensuring accuracy and consistency. ·
- Team-leading skills, being able to lead multicultural teams is nice to have. ·
- Venue and onsite operations experience for large-scale events, ideally in the sports industry is nice to have.
- Communication and problem-solving skills.
- Translations experience to translate digital content and documents from English to French, Spanish, German, or Arabic and vice-versa would be an advantage.
Languages
- Fluent in English, spoken and written. ·
- A native level of at least one of the following: French, Spanish, German or Arabic is nice to have.
About FWC2026
The FIFA World Cup 26TM will mark the first time that the tournament features 48 teams and will be hosted by three countries: Canada, Mexico, and the United States.
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