Ticketing Member Associations Customer Care Manager
FIFA · Rio de Janeiro, Rio de Janeiro ·
- Work mode
- Onsite
- Category
- Support
FIFA has established a Local FIFA Subsidiary in Brazil to work together with FIFA Zurich to deliver the biggest women’s sporting event in the world, the FIFA Women’s World Cup 2027™ (“FWWC2027”) that for the first time ever, is hosted in South America in Brazil. Now is your time to be part of the workforce that is creating this unique and unforgettable experience.
Please submit your CV in English, as it will be reviewed by an international team.
Please submit your CV in English, as it will be reviewed by an international team.
Reporting organizationally to the Ticketing Customer Relationship Senior Manager the Ticketing Member Associations Customer Care Manager will help serve Ticketing and Hospitality efforts for the FIFA Women’s World Cup 2027™.
This role will be responsible for planning and management of the customer care strategies and processes for Group Sales Customers to specifically fulfil all FIFA’s Member Associations ticketing requirements and ensure a smooth and successful ticketing operation for these key FIFA stakeholders. The Customer Care Manager must ensure compliance with the applicable sales strategy and the FIFA ticketing requirements, policies and regulations whilst providing support to all Member Associations with ticketing issues and enquiries. The Customer Care Manager focuses particularly on the delivery of effective ticketing customer care for the FIFA Women’s World Cup 2027.
This role will be responsible for planning and management of the customer care strategies and processes for Group Sales Customers to specifically fulfil all FIFA’s Member Associations ticketing requirements and ensure a smooth and successful ticketing operation for these key FIFA stakeholders. The Customer Care Manager must ensure compliance with the applicable sales strategy and the FIFA ticketing requirements, policies and regulations whilst providing support to all Member Associations with ticketing issues and enquiries. The Customer Care Manager focuses particularly on the delivery of effective ticketing customer care for the FIFA Women’s World Cup 2027.
- 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’s 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.
SKILLS FRAMEWORK
ACCOUNTABILITY: Demonstrate commitment to responsibilities and objectively analyse one’s behaviour, while assuming consequences of one’s own actions and/or decisions and learning from one’s mistakes.
DECISION MAKING: Ability to identify and swiftly make decisions in critical situations, take initiative and calculate risks, explore alternative solutions, and respond promptly to unforeseen circumstances.
INCLUSIVITY: Achieve shared organizational objectives by sharing information with colleagues across all levels and divisions, tangibly influencing others, and maintaining a network of support contacts.
INITIATIVE: Capacity to break new ground, look for unconventional solutions, and produce fresh ideas.
INNOVATION: Capacity to break new ground, look for unconventional solutions, and produce fresh ideas.
LEADERSHIP: Ability to lead one’s contacts/colleagues/partners, encourage teamwork, and delegate authority / decision-making power, as needed, to produce the expected results and make efficient use of the team’s skills and talents.
VISION: Ability to perceive the organization's global environmental impact, anticipate decision consequences, grasp organizational missions, and formulate strategic plans.
EDUCATION & QUALIFICATIONS
Bachelor's or Master's degree or equivalent in relevant areas.
WORK EXPERIENCE
- 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
LANGUAGES
Fluent in English and Portuguese, spoken and written.
Fluent in Spanish, French or German, spoken and written.
TECHNOLOGY
- Proficient in MS Office (Excel, Word, PowerPoint, Monday) and planning software and online collaboration tools
- CRM software for case management, including automatic and manual management of the cases.
Certifications & Requirements
- Ability to re-locate to Rio de Janeiro
- Right to work in Brazil