Specialist, CRM - FIFA Commercial Partners and Local Entities Customer Care, FIFA World Cup

Overview

Department: Ticketing, Hospitality & Stadium Revenue

Employment Type: Fixed Term - Full Time

Location: Miami

Description: At FIFA
26, our vision is to unite the world through the greatest sporting event of all time. The FIFA World Cup 26™ will mark the first time that the tournament will feature 48 teams and be hosted by three countries:
Canada, Mexico and the USA. This new format will redefine excellence, generating unique opportunities for greater participation and engagement among fans and players across North America and all over the world. Now is your time to become a game changer and join the workforce that will plan and deliver this extraordinary and unforgettable experience.

THE POSITION: Reporting organizationally to the Ticketing FIFA Commercial Partners & Local Entities Customer Care Manager, the Ticketing FIFA Commercial Partners & Local Entities Customer Care Specialist will help service Ticketing and Hospitality efforts for the FIFA World Cup 2026™ that will, for the first time ever, host 48 teams and 1,200+ players across 3 countries and 16 venues. This role will be responsible for the execution of procedures and completion of tasks following the customer care strategies and processes for Group Sales Customers to specifically fulfil all FIFA Commercial Partners and Local Entities ticketing requirements and ensure a smooth and successful ticketing operation for these key FIFA stakeholders.

The Customer Care Specialist must follow the applicable FIFA Ticketing processes, policies and regulations whilst providing support to all FIFA Commercial Partners and Local Entities with ticketing enquiries. Focuses on providing effective ticketing customer care for the FIFA World Cup 2026™.

• Follow effective customer care strategies and processes across all the established communications channels (email, phone and any other ticketing bespoke systems).
• Execute customer care ticketing processes (back office and onsite).
• Build, manage and maintain successful relationships with all FIFA Commercial Partners & Local Entities whilst resolving enquiries.
• Apply rigorous procedures according to instructions.
• Resolve customer enquiries and requests while adhering to FIFA’s guidelines in Legal, Sustainability, Data Protection and Finance.
• Produce, administrate and archive the customer care knowledge base.
• Issue all necessary ticketing communications as directed.
• Present ticketing information and provide training on ticketing processes to FIFA Commercial Partners & Local Entities and other stakeholders both in person and online.
• Liaise with internal and external stakeholders to ensure the relevant customer care information is made available, correctly organized and archived.
• Execute the assigned tasks in relation to ticket quota and requests allocated to FIFA Commercial Partners & Local Entities.
• Follow all communication and escalation processes, pro-actively identifying and reporting on issues and risks and following processes to mitigate them.
• Adhere to specific operational deadlines and project plans in compliance with ticketing policies, regulations and GDPR.
• Any other duties that may be assigned.

• Bachelor or master’s degree or equivalent in relevant area.

• 2+ years successful delivery of B2B Customer Relationship Management (Essential)
• Good numeracy (Essential)
• Excellent communication and relationship management (Essential)
• Event Ticketing/Sports Event Ticketing (Desirable)
• Mobile ticketing application user support and back-end case management (Desirable)

• Fluent in English, spoken and written (Essential)
• Fluent, spoken and written, in one of the following:
  French, Spanish, German (Ideal)

• Proficient in MS Office (Excel, Word, PowerPoint) and online collaboration tools (Essential)
• CRM software/application(s) for case management (Desirable)
• Use of Ticketing applications and tools (Desirable)

The FIFA World Cup 26™ will mark the first time that the tournament features 48 teams and will be hosted by three countries:
Canada, Mexico, and the United States. This format redefines excellence, generating unique opportunities for greater participation and engagement from fans and players in North America and all over the world. Now is your time to be a game changer and join the workforce that is planning and delivering this unique and unforgettable experience.