Team Lead Guest Relations
As the organiser of some of the biggest and most iconic sport events in the world we lead the way in the sport and event industry. We are now looking for a Team Lead Guest Relations that is part of FIFA and supports us on our mission. These are your key tasks:
Lead and manage the Guest Relations team being responsible for defining holistic guest relation concepts across the end-to-end guest journey including CRM, invitation management, guest communication, and guest liaison strategy
Create a centre of excellence for Guest Management with a focus on guest profiling to capture guests' preferences and personal interests in order to build a high-end concierge unit for the delivery of exceptional front-end guest services
Lead focus groups with internal and external key stakeholders ensuring service level alignment, consistent quality levels and seamless provision of all relevant personal information (guest itinerary, tickets, service confirmations, etc.)
Define state-of-the-art guest-related communication and liaison strategies as well as ensure scoping, planning, and running of world class guest relations activities at events
Monitor guest requests and bookings (programme attendance, ticket availability and distribution, travel, accommodation, transport, etc.) and implement a change management process
Define KPIs, parameters and requirements in relation to concepts, timelines, policies, responsibilities, and operational workflows
Identify requirements and oversee the establishment of fit for purpose and fully integrated event IT solutions for CRM, invitation management, guest communication and request handling
How will you shape the role and make it your own?
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:
Master's degree or similar higher education in Sports Management, Hospitality and/or Hotel Management
10+ years' experience in planning and leading in a guest-related service environment
6-8 years' on-the-field event hospitality, concierge, and guest management experience
Extensive experience of managing end-to-end VVIP/VIP hospitality programmes at major sporting events
Fluent in English, proficiency in any other FIFA language (F / ES / GER) is an asset
Proficient in Word / PowerPoint / Excel
Extensive knowledge of event data base, RSVP and CRM tools
Outstanding analytical and interpersonal skills; able to accurately assess workloads, evaluate performance, and motivate teams
Strong organisational skills and attention to detail
Ability to shape and deliver operational excellence in teams
Exceptional attention to detail, customer service and high level of diplomacy
Strong CRM and Project Management skills
Proven stakeholder management skills and experience working with dignitaries, C suite level and senior management
Innovative, efficient, and creative
Availability to travel frequently