Ticketing General Public Customer Care Manager

Leads the planning, implementation and continuous improvement of General Public customer care operations across FIFA tournaments and events. It defines customer care processes, service standards and workflows across contact forms, email, phone, chatbot and CRM channels, manages outsourced contact centre and customer service providers, and develops the General Public Customer Care team. The position partners 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.

• 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.

• 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.
• Proficiency in Microsoft Office and online collaboration and planning tools.

• French, German, Spanish and/or Arabic would be an advantage.
• Experience in sports, ticketing, hospitality, travel, major events or other high-volume consumer environments would be a strong advantage.

• Regular football sessions for all abilities, plus on-site gym.
• 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
• Including internal mobility and a variety of training and education.
• Flexible pension benefits with generous employer contributions.
• Relocation assistance from a dedicated team.
• Support for all employees using public transport.
• Generous vacation allowance to maintain a healthy work/life balance.
• Volunteering opportunities with one of our partners.

An entrepreneurial spirit and a global mindset.