Ticketing General Public Customer Care Coordinator

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.

Please submit your CV in English, as it will be reviewed by an international team.

Reporting organizationally to the Ticketing CRM Senior Manager the Ticketing General Public Customer Care Manager will help serve Ticketing and Hospitality efforts for the FIFA Women’s World Cup 2027™.

This role will be responsible for the implementation and management of the customer care strategies and processes for General Public Customers, ensuring compliance with the applicable sales strategy and the FIFA ticketing requirements and regulations. The Customer Care Coordinator focuses particularly on the delivery of effective ticketing customer care for the FIFA Women’s World Cup 2027 with a special focus on international clients. FIFA Women’s World Cup 2027™.

KEY RESPONSIBILITIES

- Implement and effectively manage the customer care strategies and processes across all the communications channels established, including but not limited to the contact forms, call centers, chatbot, emails, etc.
- Support the Customer Care Manager in managing the customer care team and the potential outsourced customer care and call center service providers for the implementation and effective delivery of the services, ensuring a proper setup of all the services required.
- Support the Customer Care Manager in ensuring proper training of all the customer care staff members and the call center teams, according to the sales strategy and the FIFA ticketing requirements and regulations;
- Perform customer care ticketing processes (back office and onsite) whenever required;
- Apply the escalation processes and ensure his proper implementation by the different teams;
- Plan and implement quality control procedures to ensure that any deviation from the requirements is detected and corrected as soon as possible;
- Support the proper implementation of effective processes and strategies for automated and manual case management using the respective CRM systems;
- Actively search and implement solutions to pro-actively increase the productivity of customer care and call center agents, and maximize customer information and satisfaction;
- Pro-actively identify and report on patterns and risks, and implement processes to mitigate them;
- Ensure that all the Customer Care processes are in compliance with the different FIFA functional areas requirements, including but not limited to Legal, Sustainability, Data Protection, Finance, etc.
- Analyze and report regularly on KPIs and the effectiveness of customer care and call center services, using CRM and other systems;
- Manage and train a small team in charge of performing quality assurance checks.
- Ensure an efficient administration and archive of all versions of customer care and call center knowledge base, in all languages.

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

- Minimum three years experience in leading large teams, including in-house staff and external service providers, with international and different cultural backgrounds under the same goal.
- Minimum two years experience in leading Ticketing Customer Care teams on major international sports events, including recruitment, training, and the delivery of the project.
- Planning, managing, and conducting ticketing customer care strategies and processes for world-scale projects, experience in International Sports Events, including previous FIFA World Cups.
- Venue and onsite operations experience for ticketing and/or Sport Events.
- Experience in similar role during previous FIFA World Cups.
- Team-leading skills, able to lead multicultural teams.
- Communication and problem-solving skills.

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