FIFA World Cup 2026™ - Canada, Mexico and the United States · 1 day ago
Specialist, CRM - FIFA Commercial Partners and Local Entities Customer Care, FIFA World Cup 2026
Miami, FL
Full-time
Onsite
Entry, Mid Level
2+ years expFIFA World Cup 2026™ is seeking a Ticketing FIFA Commercial Partners & Local Entities Customer Care Specialist to support ticketing and hospitality efforts for the upcoming tournament. The role focuses on executing customer care strategies and ensuring smooth ticketing operations for FIFA's commercial partners and local entities, while adhering to FIFA's guidelines and processes.
Responsibilities
Follow effective customer care strategies and processes across all the established communications channels (email, phone and any other ticketing bespoke systems)
Execute customer care ticketing processes (back office and onsite)
Build, manage and maintain successful relationships with all FIFA Commercial Partners & Local Entities whilst resolving enquiries
Apply rigorous procedures according to instructions
Resolve customer enquiries and requests while adhering to FIFA’s guidelines in Legal, Sustainability, Data Protection and Finance
Produce, administrate and archive the customer care knowledge base
Issue all necessary ticketing communications as directed
Present ticketing information and provide training on ticketing processes to FIFA Commercial Partners & Local Entities and other stakeholders both in person and online
Liaise with internal and external stakeholders to ensure the relevant customer care information is made available, correctly organized and archived
Execute the assigned tasks in relation to ticket quota and requests allocated to FIFA Commercial Partners & Local Entities
Follow all communication and escalation processes, pro-actively identifying and reporting on issues and risks and following processes to mitigate them
Adhere to specific operational deadlines and project plans in compliance with ticketing policies, regulations and GDPR
Any other duties that may be assigned
Qualification
Required
Bachelor or master's degree or equivalent in relevant area
2+ years successful delivery of B2B Customer Relationship Management (Essential)
Good numeracy (Essential)
Excellent communication and relationship management (Essential)
Fluent in English, spoken and written (Essential)
Proficient in MS Office (Excel, Word, PowerPoint) and online collaboration tools (Essential)
Preferred
Event Ticketing/Sports Event Ticketing (Desirable)
Mobile ticketing application user support and back-end case management (Desirable)
Fluent, spoken and written, in one of the following: French, Spanish, German (Ideal)
CRM software/application(s) for case management (Desirable)
Use of Ticketing applications and tools (Desirable)
Company
FIFA World Cup 2026™ - Canada, Mexico and the United States
The FIFA World Cup 26™ will be 23rd edition of the tournament - the first to feature 48 teams and three host countries: Canada, Mexico and the United States.
1001-5000 employees
Funding
Current Stage
Late StageLeadership Team
Emilio Casillas
Recruitment and Workforce Partner
Jurgen Mainka
Chief Tournament Officer México, FIFA World Cup 2026
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