Department: Ticketing, Hospitality & Stadium Revenue
Location: Miami
Description
Reporting organisationally to the Ticketing Customer Relationship Senior Manager , the Ticketing FIFA Football Community Customer Care Manager will help serve Ticketing and Hospitality efforts for the FIFA World Cup 2026™ that for the first time ever, is hosting 48 teams and 1,200+ players across 3 countries and 16 venues. 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 Football Community 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 Football Community Entities with ticketing enquiries. Focuses particularly on the delivery of effective ticketing customer care for the FIFA World Cup 2026™.
THE POSITION
The main responsibilities of the Ticketing FIFA Football Community Customer Care Manager for the FIFA World Cup 2026™ include:
- Plan and implement effective customer care strategies and processes across all the established communications channels (email, phone and any other ticketing bespoke systems)
- 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 Football Community whilst resolving all issues and enquiries
- Manage and monitor the ticket quota and requests allocated to FIFA Football Community
- Issue all necessary ticketing communications and be able to translate into required languages, where applicable
- Present ticketing information and deliver training to FIFA Football Community 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 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
- Analyze 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
- Ensure adherence to specific operational deadlines and project plans and compliance with ticketing policies, regulations and GDPR.
- Any other duties that may be assigned.
YOUR PROFILE
Education & Qualifications
- Bachelor or master's degree or equivalent in relevant area.
Work Experience
- Planning and delivery of Customer Care for corporate customers/business stakeholders (Essential)
- Leading and managing small teams (Essential)
- Excellent communication and relationship management (Essential)
- Good numeracy (Essential)
- Ticketing (Good to have)
- International Sports Events (Good to have)
- Venue and onsite operations experience for major sports event (Good to have)
Languages
- Fluent in English, spoken and written (Essential)
- Fluent, spoken and written, in any of the following: French, Spanish, German (Ideal)
Technology
- Proficient in MS Office (Excel, Word, PowerPoint, Visio & Project), planning software and online collaboration tools
- CRM software for case management
- Use of Ticketing applications and tools (good to have)
