The Role
Manages and updates FAQs, chatbot scripts, standard responses, and sales communication content in CRM and back-office tools. Coordinates content reviews, approvals, testing, deployment, and quality assurance with cross-functional teams. Monitors communication-channel performance, identifies optimization opportunities, supports internal training, and escalates technical issues to IT. Ensures content accuracy, relevance, brand alignment, and compliance with FIFA ticketing and sales requirements.
Summary Generated by Built In
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.
Please submit your CV in English, as it will be reviewed by an international team.
THE POSITION
Reporting organizationally to the Ticketing CRM Communication Channels Manager, the Ticketing CRM Communications Channels Coordinator will support Ticketing and Hospitality efforts for the FIFA Women's World Cup 2027™.
This role will be responsible for updating and managing text content, such as (but not limited to) FAQs, standard responses, and chatbot scripts, within our back-office tools. Ticketing Communication Channels Specialist must ensure compliance with the applicable sales strategy and the FIFA ticketing requirements.
The Ticketing Communication Channels Specialist focuses particularly on ensuring content accuracy, effectiveness, and alignment with sales communication strategies for the FIFA Women’s World Cup 2027™.
- Maintain and update text-based content, including FAQs, chatbot scripts, and other sales communication materials, within back-office systems.
- Ensure all content is accurate, up-to-date, and aligned with company messaging and brand guidelines.
- Regularly review and update content based on CRM sub-teams feedback and business needs.
- Collaborate with cross-functional teams, including sales strategy and requirements, sales collaterals and communications, and customer care teams, to gather requirements concerning the content to be updated and respective timeline.
- Work closely with subject matter experts to ensure content accuracy and relevance.
- Coordinate content review and approval processes to ensure timely updates and deployments.
- Support the configuration and testing of FAQs, chatbot and other communication channels within back-office tools, flagging optimization opportunities to the relevant owners.
- Ensure that the communication channels accurately respond to user queries and provide relevant information or assistance.
- Monitor communication channel performance metrics and flag optimisation opportunities to improve user experience and engagement.
- Support training sessions for internal teams on using back-office tools and accessing sales communication content.
- Share observations and feedback on FAQs, chatbot and other communication channel performance to support best-practice recommendations for sales effectiveness.
- Conduct regular quality assurance checks on content and functionalities to identify and resolve content-level issues or errors.
- Identify and escalate technical issues related to the communication channels, collaborating with IT teams to support the implementation of solutions.
- Any other duties that may be assigned.
YOUR PROFILE
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
- 1-3 years’ experience in managing and updating content for various platforms
- Familiar with digital marketing tools and analytics platforms
- Familiar with HTML, CSS, and basic web development
- Experience in planning and delivery of a similar project
- Experience in Customer Service
- Excellent communication and relationship management
- Team player with excellent interpersonal skills
- Ability to work with cross-functional teams
- Courtesy and Cooperation
- Accountability and Transparency
- Analysis and Innovation
- Flexibility and Adaptability
- Perseverance and Dedication
- Proactivity and Organisation
- Time Management and Prioritisation
LANGUAGES
Fluent in English and Portuguese, spoken and written.
Spanish and/or additional languages is highly advantageous.
TECHNOLOGY
Fluent in English and Portuguese, spoken and written.
Spanish and/or additional languages is highly advantageous.
TECHNOLOGY
- Proficient in MS Office (Excel, Word, PowerPoint, Visio & Project) and online collaboration tools
- CRM software for case management, including automatic and manual management of the cases
- Chatbot
- FAQs portals
- JIRA
- Confluence
- Ticketing systems
Certifications & Requirements
- Ability to re-locate to Rio de Janeiro
- Right to work in Brazil
About
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.
Skills Required
- Bachelor's or Master's degree, or equivalent, in a relevant area
- 1-3 years of experience managing and updating content across various platforms
- Familiarity with digital marketing tools and analytics platforms
- Familiarity with HTML, CSS, and basic web development
- Experience planning and delivering a similar project
- Customer service experience
- Excellent communication and relationship management skills
- Ability to work effectively with cross-functional teams
- Fluency in spoken and written English and Portuguese
- Proficiency in Microsoft Office, including Excel, Word, PowerPoint, Visio, and Project, and online collaboration tools
- Experience with CRM case-management software, chatbot platforms, FAQ portals, JIRA, Confluence, and ticketing systems
- Ability to relocate to Rio de Janeiro
- Right to work in Brazil
- Spanish and/or additional language proficiency
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The Company
What We Do
FIFA (Fédération Internationale de Football Association) is the international governing body for association football, futsal, and beach soccer. It is responsible for organizing major international tournaments, such as the World Cup, and works to grow the game globally, promote inclusivity, and advocate for integrity and fair play. Headquartered in Zurich, Switzerland, it oversees 211 national associations and invests in football development worldwide to ensure the sport remains accessible and beneficial to all.
