Ticketing General Public Customer Care Manager (H/F)

FIFA; Zürich; Presencial; CHF 140.000 - 190.000; Jornada completa

Ventajas ofrecidas por este puesto de trabajo

Health and fitness

Home office: Up to two days per week

Language courses

Continuous learning

Pension

Relocation assistance

Sustainability: public transport

Vacation allowance

Volunteering

Descripción de la vacante

FIFA in Zurich is seeking an experienced leader to run General Public Customer Care across major events and tournaments. You will shape processes, standards and workflows across multi-channel support including CRM, email, phone and chatbot.

You will manage outsourced centres, drive quality and performance, and collaborate with Legal, Finance and Data Protection to ensure readiness during sales launches and post-tournament activities.

Formación

• Bachelor’s or master’s degree in a relevant field, or equivalent professional experience.
• At least 5 years of relevant experience in customer service, customer operations, CRM or contact centre management.
• Experience managing outsourced contact centre providers, service contracts, SLAs and operational performance.
• Strong knowledge of customer service performance management, quality assurance and escalation management.
• Hands‑on experience with CRM and case management platforms, including automated and manual customer service processes.
• Strong analytical and problem‑solving skills, with the ability to translate customer feedback and performance data into practical improvements.
• Confidence in managing complex or sensitive customer cases and collaborating with Legal, Finance, Data Protection and other stakeholders.
• Excellent stakeholder management, communication and decision‑making skills.
• A proactive, accountable and improvement‑oriented approach, with the ability to perform effectively during high‑pressure tournament and sales periods.
• Fluency in English, both written and spoken.
• French, German, Spanish and/or Arabic would be an advantage.
• Proficiency in Microsoft Office and online collaboration and planning tools.
• Experience in sports, ticketing, hospitality, travel, major events or other high‑volume consumer environments would be a strong advantage.

Responsabilidades

• Lead the planning, implementation and continuous improvement of General Public customer care operations across FIFA tournaments and events.
• Define customer care processes, service standards and workflows across contact forms, email, phone, chatbot and CRM channels.
• Manage outsourced contact centre and customer service providers, including SLAs, KPIs, staffing, training, quality standards and operational readiness.
• Lead and develop the General Public Customer Care team, setting clear priorities and fostering a culture of accountability, collaboration and service excellence.
• Monitor service levels, customer feedback and performance data to identify trends, risks and opportunities for improvement.
• Establish and oversee quality assurance programmes and implement corrective and preventive measures where required.
• Own the escalation framework for complex customer cases and act as the senior escalation point for sensitive operational, financial, legal and reputational matters.
• Optimise CRM processes, case management workflows, knowledge bases, reporting and automation to improve both customer experience and operational efficiency.
• Ensure customer care activities and communications comply with relevant ticketing policies, procedures, governance and data protection requirements.
• Partner closely with Ticketing, Legal, Finance, Data Protection and other internal and external stakeholders to ensure customer care readiness throughout sales launches, tournament operations and post-tournament activities.

Conocimientos

English fluency

Stakeholder management

CRM knowledge

Problem solving

Microsoft Office proficiency

Educación

Bachelor’s or Master’s degree in a relevant field

Descripción del empleo

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. Join the team and support us on our mission.

THE POSITION

These are your key tasks:

• Lead the planning, implementation and continuous improvement of General Public customer care operations across FIFA tournaments and events.
• Define customer care processes, service standards and workflows across contact forms, email, phone, chatbot and CRM channels.
• Manage outsourced contact centre and customer service providers, including SLAs, KPIs, staffing, training, quality standards and operational readiness.
• Lead and develop the General Public Customer Care team, setting clear priorities and fostering a culture of accountability, collaboration and service excellence.
• Monitor service levels, customer feedback and performance data to identify trends, risks and opportunities for improvement.
• Establish and oversee quality assurance programmes and implement corrective and preventive measures where required.
• Own the escalation framework for complex customer cases and act as the senior escalation point for sensitive operational, financial, legal and reputational matters.
• Optimise CRM processes, case management workflows, knowledge bases, reporting and automation to improve both customer experience and operational efficiency.
• Ensure customer care activities and communications comply with relevant ticketing policies, procedures, governance and data protection requirements.
• Partner closely with Ticketing, Legal, Finance, Data Protection and other internal and external stakeholders to ensure customer care readiness throughout sales launches, tournament operations and post-tournament activities.

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:

• A bachelor’s or master’s degree in a relevant field, or equivalent professional experience.
• At least 5 years of relevant experience in customer service, customer operations, CRM or contact centre management.
• Demonstrated experience managing outsourced contact centre providers, service contracts, SLAs and operational performance.
• Strong knowledge of customer service performance management, quality assurance and escalation management.
• Hands‑on experience with CRM and case management platforms, including automated and manual customer service processes.
• Strong analytical and problem‑solving skills, with the ability to translate customer feedback and performance data into practical improvements.
• Confidence in managing complex or sensitive customer cases and collaborating with Legal, Finance, Data Protection and other stakeholders.
• Excellent stakeholder management, communication and decision‑making skills.
• A proactive, accountable and improvement‑oriented approach, with the ability to perform effectively during high‑pressure tournament and sales periods.
• Fluency in English, both written and spoken.
• French, German, Spanish and/or Arabic would be an advantage.
• Proficiency in Microsoft Office and online collaboration and planning tools.
• Experience in sports, ticketing, hospitality, travel, major events or other high‑volume consumer environments would be a strong advantage.

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 800 passionate employees who are Living Football every day. Our headquarters are based in Zurich, Switzerland, and we have offices in Miami, Paris and Rabat, plus eleven regional offices from New Zealand to India, South Africa, Panama and Paraguay.