The Role
Support implementation of customer care processes for Group Sales ticketing at FIFA Women's World Cup 2027. Manage enquiries, monitor inventory and orders, carry out quality assurance, liaise with stakeholders, report on KPIs, maintain multilingual communications and knowledge bases, ensure compliance with FIFA policies and GDPR, and support onsite and back-office ticketing operations.
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 Group Sales Manager, the Ticketing Group Sales Coordinator will help serve Ticketing and Hospitality efforts for the FIFA Women's World Cup 2027™.
This role will support the implementation of the customer care strategies and processes for Group Sales Customers, to specifically fulfil all Group Sales ticketing requirements and ensure a smooth and successful ticketing operation for these customers. The Ticketing Group Sales Coordinator must ensure compliance with the applicable sales strategy and the FIFA ticketing requirements, policies and regulations, whilst providing support to Group Sales customers with ticketing issues and enquiries.
The Ticketing Group Sales Coordinator focuses particularly on the delivery of effective ticketing customer care for the FIFA Women's World Cup 2027.
KEY RESPONSIBILITIES
Implement customer care processes across all established communications channels (email, phone, and any other ticketing bespoke systems), in line with the applicable strategy.
Implement customer care processes across all established communications channels (email, phone, and any other ticketing bespoke systems), in line with the applicable strategy.
- Support regular quality assurance checks across the customer care operation, in line with the sales strategy and FIFA ticketing requirements, policies and regulations.
- Perform customer care ticketing processes (back office and onsite) whenever required.
- Support and maintain relationships with Group Sales customers, resolving issues and enquiries.
- Monitor ticket inventory, order status and deadlines for Group Sales bookings.
- Issue all necessary ticketing communications and be able to translate into required languages, where applicable.
- Present ticketing information to Group Sales customers and other stakeholders, both in person and online, as required.
- Follow established communication and escalation processes and support their consistent implementation across stakeholders.
- Implement quality control procedures to ensure that any deviation from requirements is detected and corrected as soon as possible.
- Support the research and implementation of solutions to increase the productivity of the group sales customer care team and maximize customer information and satisfaction.
- Analyse and report regularly on KPIs and the effectiveness of customer care being delivered.
- Proactively 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.
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
- Experience in the planning and delivery of a similar project for a major international sports event.
- Experience in customer care delivery for Group Sales, corporate customers and/or business stakeholders.
- Experience working within small, cross-functional teams, with exposure to day-to-day task coordination.
- Delivery of user acceptance tests.
- Ticketing.
- Venue and onsite operations experience for major sports events.
- Customer Service.
- Excellent communication and relationship management.
- Good numeracy.
- 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.
Fluent in Spanish, French or German, spoken and written.
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
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 relevant area
- Experience in planning and delivery of a similar project for a major international sports event
- Experience in customer care delivery for Group Sales, corporate customers or business stakeholders
- Experience working within small, cross-functional teams with day-to-day task coordination
- Delivery of user acceptance tests (UAT)
- Ticketing knowledge and experience
- Venue and onsite operations experience for major sports events
- Customer service experience and strong relationship management
- Good numeracy and analytical skills
- Fluent in English and Portuguese, spoken and written
- Fluent in one of Spanish, French, or German, spoken and written
- Proficient in MS Office (Excel, Word, PowerPoint), Monday.com, planning software and online collaboration tools
- Experience with CRM software for case management
- Ability to relocate to Rio de Janeiro
- Right to work in Brazil
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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.
