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25 Mar 2024

Manager, Member Associations Customer Care, FIFA World Cup 2026

πŸ‡ΊπŸ‡Έ Miami, FL, USA
Full Time
5+ years exp.

The FIFA World Cup 26β„’ will mark the first time that the tournament features 48 teams and will be hosted by three countries: Canada, Mexico, and the United States.

This new format redefines excellence, generating unique opportunities for greater participation and engagement from fans and players in North America and all over the world. Now is your time to be a game changer and join the workforce that is planning and delivering this unique and unforgettable experience.

The Ticketing Member Associations Customer Care Manager will be a key member of the FIFA26 Ticketing and Hospitality team, and work in close collaboration with Group Sales, FIFA Member Associations, and other key individuals responsible for delivering 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 main responsibilities and oversights of the Ticketing Member Associations Customer Care Manager for the FIFA World Cup 26β„’ include:
β€’ Plan and implement effective customer care strategies and processes across all the established communications channels (email, phone and any other ticketing bespoke systems);
β€’ Train and manage a small team, in line with the sales strategy and FIFA ticketing requirements, policies and regulations; including regular quality assurance checks;
β€’ Perform customer care ticketing processes (back office and onsite) whenever required;
β€’ Build, manage and maintain successful relationships with all FIFA's Member Associations whilst resolving all issues and enquiries;
β€’ Manage and monitor the ticket quota and requests allocated to FIFA Member Associations;
β€’ Issue all necessary ticketing communications and be able to translate into required languages, where applicable;
β€’ Present ticketing information to Member Associations and other stakeholders both in person and online;
β€’ Plan effective communication and escalation processes and ensure implementation within the team;
β€’ Plan and implement quality control procedures to ensure that any deviation from the requirements is detected and corrected as soon as possible;
β€’ Actively research and implement solutions to pro-actively increase the productivity of the group sales customer care team, and maximise customer information and satisfaction;
β€’ Analyse and report regularly on KPIs and the effectiveness of customer care being delivered
β€’ Pro-actively identify and report on patterns and risks, and implement processes to mitigate them;
β€’ 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.;
β€’ Liaise with internal and external stakeholders to ensure the relevant customer care information is available and share applicable knowledge;
β€’ Ensure an efficient administration and archive of all versions of customer care and knowledge base, in all languages;
β€’ Report on the implementation of sales strategy and ticketing requirements;
β€’ Ensure adherence to specific operational deadlines and project plans and compliance with ticketing policies, regulations and GDPR

Our requirements:

β€’ Bachelor or master's degree or equivalent in relevant area.
β€’ Planning and delivery of a similar project for a major international sport event
β€’ Planning and delivery of Customer Care for corporate customers/business stakeholders
β€’ Leading and managing small teams
β€’ Delivery of user acceptance tests
β€’ Ticketing
β€’ Venue and onsite operations experience for major sports event
β€’ Customer Service
β€’ Excellent communication and relationship management
β€’ Good numeracy
β€’ Courtesy and Cooperation
β€’ Accountability and Transparency
β€’ Analysis and Innovation
β€’ Flexibility and Adaptability
β€’ Perseverance and Dedication
β€’ Proactivity and Organisation
β€’ Time Management and Prioritisation
β€’ Fluent in English. Spanish, French or German proficiency is a plus
β€’ Proficient in MS Office (Excel, Word, PowerPoint, Visio & Project) and planning software and online collaboration tools
β€’ CRM software for case management, including automatic and manual management of the cases.

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