Senior Ticketing Customer Relationship Manager

THE POSITION

These are your key tasks:

• Proposes ticket sales phases, timelines, products and prices, as an input to the discussions concerning the ticketing strategy
• Liaises with other ticketing team members and other stakeholders, for the discussion and definition of the Ticketing Policy, Ticketing Strategy and Customer Service Solution for the FIFA Constituent Groups
• Proposes the customer service solution for the FIFA Constituent Groups, including but not limited to the definition of the communication channels, format of the delivery, service levels and timelines
• Designs and implements the Customer Relationship Management (CRM) processes necessary for the effective delivery of the ticket sales and customer service solution for the FIFA Constituent Groups
• Defines the job specifications and manages the recruitment and training of FIFA Constituent Groups Customer Care staff, including potential freelancers collaborating with the CRM team
• Defines the requirements and manages Requests for Proposals to contract suppliers for the delivery of the Customer Service Solution
• Supports in the definition and implementation of the one to one and mass communication requirements, as well as the ticket sales collaterals and Workshops for the FIFA Constituent Groups
• Supports in the definition and implementation of the FIFA Constituent Groups sales channels requirements, respective testing and reporting
• Supports in the implementation of the customer care solution for FIFA Constituent Groups
• Provides support in the management of all FIFA Constituent ticketing requirements
• Constitutes point of escalation for disputed/legal ticketing inquiries
• Ensures the delivery of the FIFA Constituent groups Customer Care functions and solutions with the required quality, time and budget, implementing corrective measures to mitigate risks and deviations
• Ensures an adequate level of FIFA Constituent Groups ticket sales reporting

YOUR PROFILE

We work hard at FIFA.
We are dedicated, ambitious and innovative.

And we respect our values. Always.

For all roles, we seek talented people with an entrepreneurial spirit and a global mindset.

The specific competencies we require for this position are:

• Experience in ticketing processes/solutions for major sports events
• Experience in B2B customer care management
• Event/Project Management experience
• Team management experience
• Customer Service and solution orientated
• Excellent communication and interpersonal skills
• Readiness for stand-by duty
• Availability to travel internationally and participate in onsite ticketing operations, when required

PERKS & BENEFITS

The biggest benefit of a career at FIFA is the privilege to work for the beautiful game and create something that matters.

Alongside that privilege, we also offer some extra perks and benefits:

• Health and fitness: Regular football sessions for all abilities, plus on-site gym.
• Home office: Up to two days of home office per week if work permits and home office allowance for all.
• Language courses: Offered to all staff to aid personal and professional growth.
• Continuous learning: We care about your development and encourage internal mobility, offering a variety of training and education to help achieve it.
• Pension: Flexible pension benefits with generous employer contributions.
• Relocation assistance: A dedicated team will be on hand to support your relocation.
• Sustainability: We support all employees using public transport.
• Vacation: Maintain a healthy work/life balance with a generous vacation allowance.
• Volunteering: Make an impact beyond your regular role and bond with colleagues by volunteering with one of our partners.

About FIFA

We are FIFA, the global governing body for football.

Our vision is to make football truly global, diverse and inclusive, for the benefit of the entire world. The last FIFA World Cup in Qatar in 2022 attracted more than 5 billion viewers and the last FIFA Women's World Cup in Australia and New Zealand in 2023 was the greatest-ever FIFA Women's World Cup that inspired millions of girls and women around the globe. The opportunities for growth are exciting.

We are a modern organisation with over 850 passionate employees who are Living Football every day. Our headquarters are based in Zurich, Switzerland, and we have offices in Miami and Paris, plus eleven regional offices from New Zealand to India, Congo, Panama and Paraguay.