Team Lead Guest Relations

Federations & Major Events
Zurich , Switzerland
Full Time
Competitive
9 / 06

As the organiser of some of the biggest and most iconic sport events in the world we lead the way in the sport and event industry.

We are now looking for a Team Lead Guest Relations that is part of FIFA and supports us on our mission.

Full description

These are your key tasks:

• Lead and manage the Guest Relations team being responsible for defining holistic guest relation concepts across the end-to-end guest journey including CRM, invitation management, guest communication, and guest liaison strategy
• Create a centre of excellence for Guest Management with a focus on guest profiling to capture guests' preferences and personal interests in order to build a high-end concierge unit for the delivery of exceptional front-end guest services
• Lead focus groups with internal and external key stakeholders ensuring service level alignment, consistent quality levels and seamless provision of all relevant personal information (guest itinerary, tickets, service confirmations, etc.)
• Define state-of-the-art guest-related communication and liaison strategies as well as ensure scoping, planning, and running of world class guest relations activities at events
• Monitor guest requests and bookings (programme attendance, ticket availability and distribution, travel, accommodation, transport, etc.) and implement a change management process
• Define KPIs, parameters and requirements in relation to concepts, timelines, policies, responsibilities, and operational workflows
• Identify requirements and oversee the establishment of fit for purpose and fully integrated event IT solutions for CRM, invitation management, guest communication and request handling

How will you shape the role and make it your own?

For all roles, we seek talented people with an entrepreneurial spirit and a global mindset.

The specific competencies we require for this position are:

• Master's degree or similar higher education in Sports Management, Hospitality and/or Hotel Management
• 10+ years' experience in planning and leading in a guest-related service environment
• 6-8 years' on-the-field event hospitality, concierge, and guest management experience
• Extensive experience of managing end-to-end VVIP/VIP hospitality programmes at major sporting events
• Fluent in English, proficiency in any other FIFA language (F / ES / GER) is an asset
• Proficient in Word / PowerPoint / Excel
• Extensive knowledge of event data base, RSVP and CRM tools
• Outstanding analytical and interpersonal skills; able to accurately assess workloads, evaluate performance, and motivate teams
• Strong organisational skills and attention to detail
• Ability to shape and deliver operational excellence in teams
• Exceptional attention to detail, customer service and high level of diplomacy
• Strong CRM and Project Management skills
• Proven stakeholder management skills and experience working with dignitaries, C suite level and senior management
• Innovative, efficient, and creative
• Availability to travel frequently

Our vision is to make football truly global, diverse and inclusive, for the benefit of the entire world. The last FIFA World Cup in Qatar in 2022 attracted more then 5 billion viewers and the last FIFA Women's World Cup in France in 2019 one billion viewers. The opportunities for growth are exciting.

We are a modern organisation with over 850 passionate employees who are Living Football every day. Our headquarters are based in Zurich, Switzerland, and we have an office in Paris, plus eleven regional offices from New Zealand to India, Congo, Panama and Paraguay.

You can find more information about us on the FIFA career page and on jobs.FIFA.com.

DIDN'T FIND YOUR IDEAL JOB?

If you didn’t find your ideal job create a job alert and get notified as soon as jobs matching your ambitions go live.

DIDN'T FIND YOUR IDEAL COURSE

If you didn’t find your ideal course create a job alert and get notified as soon as courses matching your ambitions go live.

DIDN'T FIND YOUR TRAINING PROGRAMME?

If you didn’t find your ideal training programme create a programme alert and get notified as soon as programmes matching your ambitions go live.

USERS WHO VIEWED THIS ALSO VIEWED

International Master in Football Coaching and Management

First professional football Master focused on training methodology completely in English, where you Learn...
Madrid

Event Retail Experience Manager

Onsite – F1 races globally The PUMA Group owns the brand PUMA, Cobra Golf and stichd. As official...
Europe

Event Retail Staffing Manager

Onsite – F1 races globally The PUMA Group owns the brand PUMA, Cobra Golf and stichd. As official...
Europe

Head of Project Management Office (m/f/d)

As an experienced Head of PMO, you will be responsible for successfully coordinating and managing projects,...
Hamburg, Germany

Junior Business Intelligence Associate

SPORTFIVE is seeking an outstanding candidate to join us in Manchester to play a key role in helping to draw on...
Wilmslow, United Kingdom

Manager Hospitality Sales

SPORTFIVE operates with a global mindset and network of over 1,200 local experts based in 15 countries around...
Barcelona, Spain

Senior Manager Media Relations and Operations

You believe you have the educational background and professional experience to elevate the organization to the...
Cairo, Egypt

Coordinator, Juniors & Masters

The role of the Coordinator is to primarily assist with the coordination of the ITF World Tennis Tour Juniors...
Roehampton, London

FIFA Broadcast Servicing SMC Coordinator

If you are interested in a once-in-a-lifetime job in the sports industry, this is your chance. We are...
Multiple Locations

General Manager, Sports Events

SPORTFIVE operates with a global mindset and network of over 1,200 local experts based in 15 countries around...
Hong Kong