Customer Service Operations Manager

Location Nyon, Switzerland
Posted 16/05/2018
Closes 13/06/2018
Sector Federations & LOCs
Function Business Development & Sales, Events & Operations
Contract Type Contract
Hours Full Time
Salary Competitive

Job Description

Job information:

Division / Unit: Revenue Operations / Revenue Operations
Contract type: Fixed Term
Start date: 01.06.2018
End date: 31.12.2020
Location: Nyon


UEFA is looking for a Customer Service Operations Manager. The successful candidate will oversee customer service operations, supporting all fans who purchase tickets through UEFA's website. He/she will ensure that fans are always kept informed regarding the best ways to get tickets and that UEFA staff are on hand to answer questions.
Not only will this involve sourcing and managing the right service providers, it will also mean coordinating an internal customer service team. Moreover, since tickets will be sold online, UEFA's customer services will also need to be online.
The ideal candidate will have managed the customer service operations of a company with large scale ecommerce activities.


- Setting up and running large-scale business-to-consumer customer service operations;
- Managing one or more external suppliers;
- Managing an internal team;
- Ensuring the publication of high-quality FAQs;
- Ensuring high-quality, fast and accurate communication with clients;
- Anticipating enquiries from customers;
- Planning efficient deployment of agents;
- Monitoring the efficiency of internal and external agents;
- Taking on responsibility for other projects as required;
- Liaising frequently with internal teams to align on processes and to better anticipate customer needs.


Experience required:
- from 4 to 6 years running large-scale customer service operations
- from 4 to 6 years running customer service operations for online sales

- Completion of relevant academic studies at Master's level

- An excellent command of English, ideally to native-speaker standard (with knowledge of other languages regarded as an asset)

Additional requirements:
- Budget Management / Advanced
- CRM / Proficient
- Project Management / Proficient
- Excellent drafting skills
- The ability to understand and anticipate customers' problems


The Union of European Football Associations is the administrative body for association football in Europe.

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