General Public Customer Care Manager - Ticketing

About the role

FIFA, the organiser of some of the world's biggest sport events, is looking for a General Public Customer Care Manager for its Ticketing, Hospitality & Stadium Revenue department in Zurich. You will lead the planning, implementation and continuous improvement of customer care operations across FIFA tournaments and events.

Key responsibilities

• Define customer care processes, service standards and workflows across contact forms, email, phone, chatbot and CRM channels.
• 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 priorities and fostering accountability and service excellence.
• Monitor service levels, customer feedback and performance data to spot trends, risks and improvement opportunities.
• Oversee quality assurance programmes and implement corrective and preventive measures.
• Own the escalation framework for complex 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.
• Ensure compliance with ticketing policies, procedures, governance and data protection requirements.
• Partner with Ticketing, Legal, Finance, Data Protection and other stakeholders on sales launches, tournament operations and post-tournament activities.

Required profile

• Bachelor's or master's degree in a relevant field, or equivalent professional experience.
• At least 5 years of experience in customer service, customer operations, CRM or contact centre management.
• Demonstrated experience managing outsourced contact centre providers, service contracts, SLAs and operational performance.
• Fluency in English, written and spoken; French, German, Spanish and/or Arabic is an advantage.
• Experience in sports, ticketing, hospitality, travel, major events or other high-volume consumer environments is a strong advantage.

Required skills

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

What we offer

• Regular football sessions for all abilities and an on-site gym.
• Up to two days of home office per week and a home office allowance.
• Language courses and continuous learning with internal mobility.
• Flexible pension benefits with generous employer contributions.
• Relocation assistance and support for public transport use.
• Vacation allowance and volunteering opportunities with partners.