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Reporting organisationally to the Ticketing Customer Relationship Supervisor, the Ticketing General Public Customer Care Senior Coordinator will help serve Ticketing and Hospitality efforts for the FIFA World Cup 2026™ that for the first time ever, is hosting 48 teams and 1,200+ players across 3 countries and 16 venues. This role will be responsible for the implementation of the customer care strategies and processes for General Public Customers, ensuring compliance with the applicable sales strategy and the FIFA ticketing requirements and regulations. The Customer Care Senior Coordinator focuses particularly on the delivery of effective ticketing customer care for the FIFA World Cup 2026™ with a special focus on international clients.

THE POSITION
The main responsibilities of the Ticketing General Public Customer Care Senior Coordinator for the FIFA World Cup 2026™ include:

• Effectively manage the customer care strategies and processes across all the communications channels established, including but not limited to the contact forms, call center, chatbot, emails, etc.
• Support the Customer Care Manager/Supervisor(s) in managing the customer care team and the potential outsourced customer care and call center service providers for the implementation and effective delivery of the services, ensuring a proper setup of all the services required.
• Support the Customer Care Manager/Supervisor(s) in ensuring proper training for the call center teams, according to the sales strategy and the FIFA ticketing requirements and regulations;
• Perform customer care (back office and onsite) whenever required;
• Apply the escalation processes and ensure his proper implementation by the different teams;
• Implement quality control procedures to ensure that any deviation from the requirements is detected and corrected as soon as possible;
• Support the proper implementation of effective processes and strategies for automated and manual case management using the respective CRM systems;
• Actively search and implement solutions to pro-actively increase the productivity of customer care and call center agents, and maximize customer information and satisfaction.
• Pro-actively identify and report on patterns and risks and implement processes to mitigate them.

YOUR PROFILE
ACCOUNTABILITY: Demonstrate commitment to responsibilities and objectively analyze one's behavior, 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.
LEADERSHIP: Ability to support to manage potential outsourced customer care, encourage teamwork.
VISION: Ability to perceive the organization's global environmental impact, anticipate decision consequences, grasp organizational missions, and formulate strategic plans.

Education & Qualifications
• Bachelor or master's degree or equivalent in relevant area.
Work Experience
• Minimum two years' experience in Ticketing Customer Care teams ideally in international sports events, including recruitment, training , and the delivery of the project.
• Managing, and conducting ticketing customer care strategies and processes for world-scale projects
• Venue and onsite operations experience for ticketing and/or Sport Events.
• Communication and problem-solving skills.
Languages
• Native level in English, spoken and written.
• A native level of at least one of the following: French, Spanish or German is nice to have.
Technology

• Proficient in MS Office (Excel, Word, PowerPoint, Visio & Project) and planning software and online collaboration tools
• CRM software for case management, including automatic and manual management of the cases.

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