FIFA Team Lead Customer Relationship

Team Lead Customer Relationship Department: Ticketing, Hospitality & Stadium Revenue
Employment Type: Festanstellung - Vollzeit
Location: Zurich

Description As the organiser of some of the biggest and most iconic sport events in the world, we lead the way in the sport and event industry.

Join the Ticketing CRM team and support us on our mission.
THE POSITION These are your key tasks: Propose ticket sales phases, timelines, ticket products and prices as an input to the discussions on the ticketing strategy
Propose the customer service solution, including the definition of communication channels, delivery format, service levels and timelines, to the general public and all other FIFA constituent groups, including commercial partners, member associations, the FIFA Football Community and Local Organising Committees
Liaise with other ticketing teams, the Director of Ticketing & Hospitality and other stakeholders to lead the discussion in defining the ticketing policy, ticketing strategy and customer service solution
Designs and implements the CRM processes required to effectively deliver the ticketing and customer service solution
Defines the staff and resources required to deliver each Ticketing CRM project
Defines the job specifications and manages the recruitment and training of all CRM staff, including potential freelancers working with the CRM team
Defines requirements and manages requests for proposals to contract suppliers for the delivery of the customer service solution, including call centre and customer care processing, CRM and mass communication software
Supporting the CRM team in the definition and implementation of one-to-one and mass communication requirements as well as ticket sales collateral and FIFA Constituent Group workshops
Support the CRM team in defining and implementing sales channel requirements, testing and reporting
Support the CRM team in the implementation of the customer care solution
Ensure good communication between areas of the CRM team (i.e. Sales Strategy, Sales Channels, Sales Collaterals & Communications and Customer Care) and between CRM and other Ticketing teams and stakeholders
Assist in the preparation of ticketing project documentation
Provides support in the management of all FIFA constituent ticketing requirements
Acts as escalation point for disputed/legal ticketing enquiries/cases
Ensures delivery of CRM functionality and solutions to the required quality, time and budget
Ensures an appropriate level of ticketing reporting, assisting in the definition of requirements and interpretation of ticketing behaviour
Ensures effective debriefing with consequent implementation of corrective changes to incorporate lessons learned

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: 3-5 years of experience in Ticketing projects for major sports events
Dealing with customer enquiries and escalations
Content production and management for multi-language websites, ticketing portals, customer responses and communications
Venue and onsite operations experience (for major sports event)
Proficiency in MS Project and MS Office Suite
Deep capabilities & experience in ticketing processes/solutions for major events
Event/Project Management experience
Strategic thinking
Customer and solution orientated
Courteous with excellent communication and interpersonal skills
Resilient
Inspirational / motivational management style
Conflict Management
Availability to travel internationally and participate in onsite ticketing operations, when and where required

PERKS & BENEFITS The biggest benefit of a career at FIFA is the privilege to work for the beautiful game and create something that matters.

Alongside that privilege, we also offer some extra perks and benefits:

Health and fitness: Regular football sessions for all abilities, plus on-site gym.
Home office: Up to two days of home office per week if work permits and home office allowance for all.
Language courses: Offered to all staff to aid personal and professional growth.
Continuous learning : We care about your development and encourage internal mobility, offering a variety of training and education to help achieve it.
Pension: Flexible pension benefits with generous employer contributions.
Relocation assistance: A dedicated team will be on hand to support your relocation.
Sustainability: We support all employees using public transport.
Vacation: Maintain a healthy work/life balance with a generous vacation allowance.
Volunteering: Make an impact beyond your regular role and bond with colleagues by volunteering with one of our partners.
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