The Role
Coordinate creation, translation, review and maintenance of ticket sales collateral and customer communications across channels (web, apps, FAQs, chatbot, emails). Manage content workflows, glossary and translations, support CRM/marketing automation campaigns and reporting, liaise with stakeholders and Customer Care, perform UAT for ticketing portals, and ensure timely, accurate and compliant communications throughout the ticketing journey.
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 Customer Relationship Senior Manager and working closely with the Ticketing Digital Communications Manager, the Ticketing Digital Communications Coordinator will help serve Ticketing and Hospitality efforts for the FIFA Women's World Cup 2027™.
This role will coordinate the planning and execution of all customer communications and collaterals across the ticket sales process, in line with the applicable sales strategy and ticketing requirements, working closely with all other sub-teams and Functional Areas to ensure consistent delivery.
The Ticketing Digital Communications Coordinator focuses particularly on the delivery of accurate, consistent, and relevant outputs to ensure that the customer has all the relevant information needed before, during, and after the purchase process for the FIFA Women's World Cup 2027™, within the right timing, the correct format and the appropriate language for each customer.
- Coordinate the creation and delivery of all ticket sales collateral and customer communications, including drafting, reviewing, translating, implementing, and maintaining them to meet quality and timing requirements, in line with the established strategy and processes.
- Draft and review the sales collaterals and customer communications, which include but are not limited to: content for online ticketing portals and mobile apps, FIFA.com pages, FAQs portal, Standard Responses, Chatbot scripts, ticketing guides, call centre and IVR scripts, transactional emails and customer communications.
- Coordinate with internal and external stakeholders to execute the review and translation of all content into relevant languages, following established processes and ensuring quality and timeliness.
- Maintain the ticketing glossary and respective translations, ensuring their correct and consistent implementation.
- Regularly liaise with the Customer Care team to review the effectiveness of the sales collaterals and the customer communications.
- Support the identification and implementation of solutions to proactively communicate with customers and contribute to customer information and satisfaction goals.
- Monitor and continuously update all sales collaterals and customer communications, to ensure accuracy, relevance, and consistency at all times during the ticketing customer journey process.
- Support the team to ensure timely and effective content management of online ticketing portals and mobile ticketing apps, including the execution of applicable user acceptance tests.
- Ensure all sales collaterals and customer communications are accurate, consistent, relevant, and compliant with the applicable sales strategy and ticketing requirements.
- Support the use of a CRM system and a Marketing Automation Tool to send transactional emails and mass communications to customers, including building and sending of audiences, workflows, emails, communications, and respective reporting of results.
- Ensure an efficient administration and archive of all versions of sales collaterals and customer communications, in all languages.
- Ensure adherence to specific operational deadlines and compliance with ticketing policies and regulations.
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 calculated 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 a relevant area such as Digital Marketing, Communications, or similar.
WORK EXPERIENCE
- Minimum three years of experience creating and coordinating content for ticketing processes/solutions for events, ideally in the sports industry.
- Experience using content management and Marketing Automation Tools within large-scale projects, ideally inside ticketing and/or sports events, requiring strong communication and organizational skills.
- Coordinating projects related to content creation and/or translations that require attention to detail, ensuring accuracy and consistency.
- Venue and onsite operations experience for large-scale events, ideally in the sports industry, is nice to have.
- Communication and problem-solving skills.
- Translation experience, translating digital content and documents from English to Portuguese and vice-versa, would be an advantage.
LANGUAGES
Fluent in English and Portuguese, spoken and written.
A native level of at least one of the following: French, Spanish, German or Arabic is nice to have.
TECHNOLOGY
Proficient in MS Office (Excel, Word, PowerPoint, Visio & Project) and planning software and online collaboration tools.
Marketing Automation Tools and Content management platforms.
Experience with Ticketing Systems is nice to have.
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 Digital Marketing, Communications, or similar
- Minimum three years creating and coordinating content for ticketing processes/solutions for events
- Experience using content management and Marketing Automation Tools within large-scale projects (ideally ticketing/sports)
- Experience coordinating content creation and translations ensuring accuracy and consistency
- Proficient in MS Office applications: Excel, Word, PowerPoint, Visio and Project; planning software and online collaboration tools
- Experience supporting CRM systems and Marketing Automation Tools to build/send audiences, workflows, emails and reporting
- Fluent in English and Portuguese, spoken and written
- Ability to relocate to Rio de Janeiro
- Right to work in Brazil
- Experience with ticketing systems
- Venue and onsite operations experience for large-scale events (ideally sports)
- Translation experience translating digital content and documents English<>Portuguese
- Native-level proficiency in French, Spanish, German or Arabic
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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.
