Ticketing Commercial Partners & Local Market Customer Relations Manager

FIFA; Brasil; Presencial; BRL 180 000 - 240 000; Tempo integral

Resumo da oferta

FIFA Local FIFA Subsidiary in Brazil is seeking a Ticketing Commercial Partners & Local Entities Customer Care Manager to lead customer care strategies for Group Sales in support of the FIFA Women’s World Cup 2027. You will plan communications, manage a small team, and ensure smooth ticketing operations for Commercial Partners and Local Entities.

The role focuses on delivering effective ticketing customer care, coordinating with partners, translating communications, training stakeholders, and

Qualificações

• Bachelor’s or Master’s degree or equivalent in relevant areas.
• Fluent in English and Portuguese; additional languages advantageous.
• Experience in customer care and ticketing for large events is preferred.

Responsabilidades

• Plan and implement effective customer care strategies and processes across all communications channels.
• Perform user acceptance tests for ticket sales, distribution and channels; focus on mobile ticketing.
• Train and manage a small team; conduct regular quality assurance checks.
• Handle back-office and onsite customer care ticketing processes when required.
• Build and maintain relationships with FIFA Commercial Partners and Local Entities.
• Manage ticket quotas and requests allocated to partners and local entities.
• Translate ticketing communications into required languages where applicable.
• Present ticketing information and deliver training to stakeholders, in person and online.
• Plan escalation processes and ensure implementation within the team.
• Implement quality control to detect and correct deviations from requirements.
• Identify and implement solutions to boost productivity and customer satisfaction.
• Analyze and report KPIs and effectiveness of the customer care delivered.
• Mitigate patterns and risks by implementing proactive processes.
• Ensure compliance with Legal, Sustainability, Data Protection, Finance, and other areas.
• Coordinate with internal and external stakeholders to share knowledge.
• Ensure archiving of all versions of customer care knowledge in all languages.
• Report on sales strategy implementation and testing outcomes, including mobile ticketing.
• Adhere to operational deadlines and project plans and GDPR compliance.

Conhecimentos

Leadership

Project management

Stakeholder management

Communication

MS Office

CRM software

English

Portuguese

Formação académica

Bachelor’s or Master’s degree in relevant area

Ferramentas

MS Office

CRM software

Planning software

Descrição da oferta de emprego

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.

THE POSITION

Reporting organizationally to the Ticketing Customer Relationship Senior Manager, the Ticketing Commercial Partners & Local Entities 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 Commercial Partners and Local Entities 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 FIFA’s Commercial Partners with ticketing issues and enquiries. 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);
• Perform user acceptance tests for ticket sales, distribution and communication channels in pre-production and production, concentrating on mobile ticketing processes to ensure effective customer care and management of Commercial Partners and Local Entities’ requirements
• 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 Commercial Partners and Local Entities (Partners, Sponsors, Licensees, Host Cities, etc.) whilst resolving all issues and enquiries;
• Manage and monitor the ticket quota and requests allocated to FIFA Commercial Partners and Local Entities;
• Issue all necessary ticketing communications and be able to translate into required languages, where applicable;
• Present ticketing information and deliver training to Commercial Partners and Local Entities, 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 ticketing requirements and system 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 maximize 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; plus results of testing of ticket sales, distribution and communication channels including mobile ticketing;
• Ensure adherence to specific operational deadlines and project plans and compliance with ticketing policies, regulations and GDPR.

YOUR PROFILE

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 during a previous FIFA World Cup;
• 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, including a previous FIFA World Cup;
• 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.

Spanish and/or additional languages is highly advantageous.

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

About FIFA Women’s World Cup 2027

The FIFA Women’s World Cup™ is the greatest women’s sporting event on the planet, showcasing the best players in the world on the biggest stage. In 2027, history will be made as Brazil welcomes the tournament to South America for the first time ever.

This landmark event will unite the world through an unprecedented celebration of women’s football, inspiring billions of fans across the globe. As we prepare to host teams and supporters from every corner of the world, we’re looking for passionate, talented individuals to be part of history and help deliver an unforgettable tournament.

Join us and play your role in making FIFA Women’s World Cup 2027™ a truly extraordinary experience that celebrates and elevates women’s football.