Ticketing agent Jobs in Zürich

Team Lead Customer Relationship

Department : Ticketing, Hospitality & Stadium Revenue

Employment Type : Permanent - Full Time

Location : Zurich

Description

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.

Join the Ticketing CRM team and support us on our mission.

THE POSITION

These are your key tasks :

• Propose ticket sales phases, timelines, ticket products and prices as an input to the discussions on the ticketing strategy
• Propose the customer service solution, including the definition of communication channels, delivery format, service levels and timelines, to the general public and all other FIFA constituent groups, including commercial partners, member associations, the FIFA Football Community and Local Organising Committees
• Liaise with other ticketing teams, the Director of Ticketing & Hospitality and other stakeholders to lead the discussion in defining the ticketing policy, ticketing strategy and customer service solution
• Designs and implements the CRM processes required to effectively deliver the ticketing and customer service solution
• Defines the staff and resources required to deliver each Ticketing CRM project
• Defines the job specifications and manages the recruitment and training of all CRM staff, including potential freelancers working with the CRM team
• Defines requirements and manages requests for proposals to contract suppliers for the delivery of the customer service solution, including call centre and customer care processing, CRM and mass communication software
• Supporting the CRM team in the definition and implementation of one-to-one and mass communication requirements as well as ticket sales collateral and FIFA Constituent Group workshops
• Support the CRM team in defining and implementing sales channel requirements, testing and reporting
• Support the CRM team in the implementation of the customer care solution
• Ensure good communication between areas of the CRM team (i.e. Sales Strategy, Sales Channels, Sales Collaterals & Communications and Customer Care) and between CRM and other Ticketing teams and stakeholders
• Assist in the preparation of ticketing project documentation
• Provides support in the management of all FIFA constituent ticketing requirements
• Acts as escalation point for disputed / legal ticketing enquiries / cases
• Ensures delivery of CRM functionality and solutions to the required quality, time and budget
• Ensures an appropriate level of ticketing reporting, assisting in the definition of requirements and interpretation of ticketing behaviour
• Ensures effective debriefing with consequent implementation of corrective changes to incorporate lessons learned

YOUR PROFILE

We work hard at FIFA.

We are dedicated, ambitious and innovative.

And we respect our values. Always.

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

The specific competencies we require for this position are :

PERKS & BENEFITS

The biggest benefit of a career at FIFA is the privilege to work for the beautiful game and create something that matters.

Alongside that privilege, we also offer some extra perks and benefits :

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