Senior Ticketing Customer Relationship Manager
THE POSITION
These are your key tasks:- Proposes ticket sales phases, timelines, products and prices, as an input to the discussions concerning the ticketing strategy
- Liaises with other ticketing team members and other stakeholders, for the discussion and definition of the Ticketing Policy, Ticketing Strategy and Customer Service Solution for the FIFA Constituent Groups
- Proposes the customer service solution for the FIFA Constituent Groups, including but not limited to the definition of the communication channels, format of the delivery, service levels and timelines
- Designs and implements the Customer Relationship Management (CRM) processes necessary for the effective delivery of the ticket sales and customer service solution for the FIFA Constituent Groups
- Defines the job specifications and manages the recruitment and training of FIFA Constituent Groups Customer Care staff, including potential freelancers collaborating with the CRM team
- Defines the requirements and manages Requests for Proposals to contract suppliers for the delivery of the Customer Service Solution
- Supports in the definition and implementation of the one to one and mass communication requirements, as well as the ticket sales collaterals and Workshops for the FIFA Constituent Groups
- Supports in the definition and implementation of the FIFA Constituent Groups sales channels requirements, respective testing and reporting
- Supports in the implementation of the customer care solution for FIFA Constituent Groups
- Provides support in the management of all FIFA Constituent ticketing requirements
- Constitutes point of escalation for disputed/legal ticketing inquiries
- Ensures the delivery of the FIFA Constituent groups Customer Care functions and solutions with the required quality, time and budget, implementing corrective measures to mitigate risks and deviations
- Ensures an adequate level of FIFA Constituent Groups ticket sales reporting
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:
- Experience in ticketing processes/solutions for major sports events
- Experience in B2B customer care management
- Event/Project Management experience
- Team management experience
- Customer Service and solution orientated
- Excellent communication and interpersonal skills
- Readiness for stand-by duty
- Availability to travel internationally and participate in onsite ticketing operations, when required
About the company
