Zurich: General Public Ticketing & Care Manager

FIFA International; Zürich; In loco; CHF 140.000 - 190.000; Tempo pieno

Vantaggi offerti da questo lavoro

Health and fitness on-site gym

Home office up to 2 days per week

Language courses for staff

Continuous learning and internalmob</n

Descrizione del lavoro

FIFA Zurich is seeking a Ticketing General Public Customer Care Manager to lead end-to-end operations for major tournaments and events. You will define service standards, optimize CRM workflows, and oversee outsourced partners while ensuring data protection and compliance.

The role demands 5+ years in customer operations, strong stakeholder management, and fluency in English, with additional languages advantageous.

Competenze

• Bachelor’s or Master’s degree in a relevant field, or equivalent professional experience.
• At least 5 years of relevant experience in customer service, 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 processes.

Mansioni

• Lead planning, implementation and continuous improvement of General Public customer care operations for FIFA tournaments and events.
• Define customer care processes, service standards and workflows across channels (forms, email, phone, chatbot, CRM).
• Manage outsourced contact centre providers, including SLAs, KPIs, staffing, training and quality standards.
• Lead and develop the General Public Customer Care team with clear priorities and accountability.
• Monitor service levels and performance data to identify trends and opportunities for improvement.
• Oversee quality assurance programmes and corrective/preventive measures.
• Own escalation framework for complex cases and act as senior escalation point for sensitive matters.

Conoscenze

Customer service leadership

Outsourcing management

CRM & case management

Stakeholder management

Data analysis

Formazione

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

Strumenti

CRM platforms

Microsoft Office

Descrizione del lavoro

FIFA Zurich is seeking a Ticketing General Public Customer Care Manager to lead end-to-end operations for major tournaments and events. You will define service standards, optimize CRM workflows, and oversee outsourced partners while ensuring data protection and compliance.

The role demands 5+ years in customer operations, strong stakeholder management, and fluency in English, with additional languages advantageous.