Ticketing General Public Customer Care Manager

THE POSITION

• Lead the planning, implementation and continuous improvement of General Public customer care operations across FIFA tournaments and events.
• Define customer care processes, service standards and workflows across contact forms, email, phone, chatbot and CRM channels.
• Manage outsourced contact centre and customer service providers, including SLAs, KPIs, staffing, training, quality standards and operational readiness.
• Lead and develop the General Public Customer Care team, setting clear priorities and fostering a culture of accountability, collaboration and service excellence.
• Monitor service levels, customer feedback and performance data to identify trends, risks and opportunities for improvement.
• Establish and oversee quality assurance programmes and implement corrective and preventive measures where required.
• Own the escalation framework for complex customer cases and act as the senior escalation point for sensitive operational, financial, legal and reputational matters.
• Optimise CRM processes, case management workflows, knowledge bases, reporting and automation to improve both customer experience and operational efficiency.
• Ensure customer care activities and communications comply with relevant ticketing policies, procedures, governance and data protection requirements.
• Partner closely with Ticketing, Legal, Finance, Data Protection and other internal and external stakeholders to ensure customer care readiness throughout sales launches, tournament operations and post-tournament activities.

YOUR PROFILE

• A bachelor’s or master’s degree in a relevant field, or equivalent professional experience.
• At least 5 years of relevant experience in customer service, customer operations, CRM or contact centre management.
• Demonstrated experience managing outsourced contact centre providers, service contracts, SLAs and operational performance.
• Strong knowledge of customer service performance management, quality assurance and escalation management.
• Hands-on experience with CRM and case management platforms, including automated and manual customer service processes.
• Strong analytical and problem-solving skills, with the ability to translate customer feedback and performance data into practical improvements.
• Confidence in managing complex or sensitive customer cases and collaborating with Legal, Finance, Data Protection and other stakeholders.
• Excellent stakeholder management, communication and decision-making skills.
• A proactive, accountable and improvement-oriented approach, with the ability to perform effectively during high-pressure tournament and sales periods.
• Fluency in English, both written and spoken. French, German, Spanish and/or Arabic would be an advantage.
• Proficiency in Microsoft Office and online collaboration and planning tools.
• Experience in sports, ticketing, hospitality, travel, major events or other high-volume consumer environments would be a strong advantage.

PERKS & 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.