Ticketing Group Sales Coordinator

FIFA Women's World Cup™; Rio de Janeiro; Presencial; BRL 180 000 - 240 000; Tempo integral

Resumo da oferta

FIFA has established a Local FIFA Subsidiary in Brazil to support the FIFA Women's World Cup 2027. The Ticketing Group Sales Coordinator will help deliver ticketing and hospitality efforts, ensuring compliance with ticketing requirements and a smooth operation for Group Sales customers.

The role focuses on implementing customer care strategies, maintaining relationships, monitoring inventory and deadlines, and translating communications where needed to maximize customer satisfaction for the 2027

Qualificações

• Bachelor's or Master's degree or equivalent in relevant areas.
• Experience in the planning and delivery of a similar project for a major international sports event.
• Experience in customer care delivery for Group Sales, corporate customers and/or business stakeholders.

Responsabilidades

• Support regular quality assurance checks across the customer care operation, in line with the sales strategy and FIFA ticketing requirements, policies and regulations.
• Perform customer care ticketing processes (back office and onsite) whenever required.
• Support and maintain relationships with Group Sales customers, resolving issues and enquiries.
• Monitor ticket inventory, order status and deadlines for Group Sales bookings.
• Issue all necessary ticketing communications and be able to translate into required languages, where applicable.
• Present ticketing information to Group Sales customers and other stakeholders, both in person and online, as required.
• Follow established communication and escalation processes and support their consistent implementation across stakeholders.
• Implement quality control procedures to ensure that any deviation from requirements is detected and corrected as soon as possible.
• Support the research and implementation of solutions to 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.
• Proactively 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.

Conhecimentos

Customer service

Communication

Teamwork

Problem solving

Formação académica

Bachelor's or Master's degree in relevant areas

Ferramentas

MS Office

CRM software

Planning software

Descrição da oferta de emprego

Department: Ticketing, Hospitality & Stadium Revenue

Location: Brazil

Description

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 and working closely with the Ticketing Group Sales Manager, the Ticketing Group Sales Coordinator will help serve Ticketing and Hospitality efforts for the FIFA Women's World Cup 2027™.

This role will support the implementation of the customer care strategies and processes for Group Sales Customers, to specifically fulfil all Group Sales ticketing requirements and ensure a smooth and successful ticketing operation for these customers. The Ticketing Group Sales Coordinator must ensure compliance with the applicable sales strategy and the FIFA ticketing requirements, policies and regulations, whilst providing support to Group Sales customers with ticketing issues and enquiries.

The Ticketing Group Sales Coordinator focuses particularly on the delivery of effective ticketing customer care for the FIFA Women's World Cup 2027.

KEY RESPONSIBILITIES

• Support regular quality assurance checks across the customer care operation, in line with the sales strategy and FIFA ticketing requirements, policies and regulations.
• Perform customer care ticketing processes (back office and onsite) whenever required.
• Support and maintain relationships with Group Sales customers, resolving issues and enquiries.
• Monitor ticket inventory, order status and deadlines for Group Sales bookings.
• Issue all necessary ticketing communications and be able to translate into required languages, where applicable.
• Present ticketing information to Group Sales customers and other stakeholders, both in person and online, as required.
• Follow established communication and escalation processes and support their consistent implementation across stakeholders.
• Implement quality control procedures to ensure that any deviation from requirements is detected and corrected as soon as possible.
• Support the research and implementation of solutions to 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.
• Proactively 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.

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

• Experience in the planning and delivery of a similar project for a major international sports event.
• Experience in customer care delivery for Group Sales, corporate customers and/or business stakeholders.
• Experience working within small, cross-functional teams, with exposure to day-to-day task coordination.
• Delivery of user acceptance tests.
• Ticketing.
• Venue and onsite operations experience for major sports events.
• 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