Ticketing Group Sales Coordinator

The Ticketing Group Sales Coordinator reports organisationally to the Ticketing Customer Relationship Senior Manager and works closely with the Ticketing Group Sales Manager, supporting the Ticketing and Hospitality efforts for the FIFA Women's World Cup 2027™. The role supports the implementation of customer care strategies and processes for Group Sales customers, fulfilling all Group Sales ticketing requirements and ensuring a smooth ticketing operation. It focuses on delivering effective ticketing customer care and providing support to Group Sales customers with ticketing issues and enquiries, while ensuring compliance with the sales strategy and FIFA ticketing requirements, policies and regulations.

• Implement customer care processes across all established communications channels (email, phone, and any other ticketing bespoke systems), in line with the applicable strategy.
• Support regular quality assurance checks across the customer care operation, in line with the sales strategy and FIFA ticketing requirements, policies and regulations.
• Perform customer care ticketing processes (back office and onsite) whenever required.
• Support and maintain relationships with Group Sales customers, resolving issues and enquiries.
• Monitor ticket inventory, order status and deadlines for Group Sales bookings.
• Issue all necessary ticketing communications and be able to translate into required languages, where applicable.
• Present ticketing information to Group Sales customers and other stakeholders, both in person and online, as required.
• Follow established communication and escalation processes and support their consistent implementation across stakeholders.
• Implement quality control procedures to ensure that any deviation from requirements is detected and corrected as soon as possible.
• Support the research and implementation of solutions to increase the productivity of the group sales customer care team and maximise customer information and satisfaction.
• Analyse and report regularly on KPIs and the effectiveness of customer care being delivered.
• Proactively identify and report on patterns and risks and implement processes to mitigate them.
• Ensure that all customer care processes are in compliance with the different FIFA functional areas requirements, including but not limited to Legal, Sustainability, Data Protection, Finance, etc.
• Liaise with internal and external stakeholders to ensure the relevant customer care information is available and share applicable knowledge.
• Ensure an efficient administration and archive of all versions of customer care and knowledge base, in all languages.

• Bachelor's or Master's degree or equivalent in a relevant area.
• Experience in the planning and delivery of a similar project for a major international sports event.
• Experience in customer care delivery for Group Sales, corporate customers and/or business stakeholders.
• Experience working within small, cross-functional teams, with exposure to day-to-day task coordination.
• Experience in the delivery of user acceptance tests.
• Experience in ticketing.
• Venue and onsite operations experience for major sports events.
• Experience in customer service.
• Excellent communication and relationship management skills.
• Good numeracy.
• Demonstrates the skills framework competencies: accountability, decision making, inclusivity, initiative, innovation, leadership and vision.
• Demonstrates courtesy, cooperation, accountability, transparency, analysis, innovation, flexibility, adaptability, perseverance, dedication, proactivity, organisation, time management and prioritisation.
• Fluent in English and Portuguese, spoken and written.
• Fluent in Spanish, French or German, spoken and written.
• Proficient in MS Office (Excel, Word, PowerPoint, Monday) and planning software and online collaboration tools.

FIFA has established a Local FIFA Subsidiary in Brazil to work together with FIFA Zurich on delivering the FIFA Women's World Cup 2027™, the biggest women's sporting event in the world and the first to be hosted in South America.