Team Lead Customer Relationship

Department: Ticketing, Hospitality & Stadium Revenue

Employment Type: Permanent - Full Time

Location: Zurich

Description

THE POSITION

• 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

• 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

• 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.