Fan Services Manager

Reporting to the Head of Venue Operations, the Fan Services Manager is responsible for delivering a world‑class fan experience at the FIFA Women’s World Cup 2027. This role leads the planning, coordination, and delivery of fan services across all venues, ensuring that spectators enjoy a safe, welcoming, and seamless experience from arrival to departure

The Fan Services Manager acts as the primary point of contact for all key fan service deliverables within stadium operations, ensuring consistency and compliance with agreed service standards across the tournament.

This role requires effective management of spectator services, close coordination with FIFA Functional Areas, and strong engagement with internal and external stakeholders. Key focus areas include clear communication, problem‑solving, innovation, issue escalation, transparency, and the use of reporting tools to ensure operational excellence.

Key responsibilities

The Fan Services Manager is responsible for overseeing the planning, preparation, and delivery of fan services across all tournament venues, including:

• Lead the planning, coordination, and delivery of Fan Services operations across all venues.
• Ensure high‑quality fan experiences aligned with FIFA service standards and spectator expectations.
• Work closely with stadium Spectator Service, Guest Experience, Operations, Security, and other teams to integrate tournament operations with existing services, including the development and execution of efficient Spectator Service and Crowd Management plans.
• Coordinate with FIFA Functional Areas, stadiums, and external stakeholders on Last Mile operations to ensure safe, efficient access to and from venues.
• Develop and manage the Fan Services project plan, ensuring alignment with the overall FWWC2027 programme.
• Oversee fan service spaces, assets, Furniture, Fixtures & Equipment (FF&E), and related logistics across venues.
• Manage staff and volunteer requirements for Fan Services central and in each stadium.
• Support procurement processes by defining operational and technical requirements for fan services at each stadium.
• Contribute to budget planning, track delivery, and support post‑event reporting and debriefing.
• Identify, assess, and mitigate operational risks related to fan services across all venues.
• Build and maintain strong working relationships with internal and external stakeholders.

Your profile

Education

• University degree in appropriate subject (or adequate training/vocational education).
• Bilingual – Brazilian Portuguese and English
• Strong administrative and IT skills including MS Office (Word, Excel, PowerPoint).

• Minimum of 8 years delivering Fan Services at international sporting events.
• Proven experience managing fan services for complex, multi‑venue events involving multiple stakeholders and authorities.
• Strong knowledge crowd management particularly within sporting events.
• Solid understanding of event planning and project management methodologies.
• Demonstrated excellence in customer service delivery.
• Strong presentation and negotiation skills
• Excellent written and verbal communication skills.
• Ability to work independently and lead cross‑functional teams without formal reporting lines.
• Experience in budgeting, financial oversight, and resource management for large‑scale events.
• Strong crisis‑management capability with the ability to remain calm and decisive under pressure.
• Familiarity with host stadium operations is considered an asset.
• Flexibility and adaptability in dynamic and evolving environments.
• Strong IT proficiency, including MS Office and Visio.

• Strong team player with ability to meet tight deadlines.
• Solution-oriented mindset with resilience and positivity under pressure.
• Ability to prioritize and manage high workloads during peak periods.
• Sound judgment and critical problem-solving skills.
• Effective leadership, motivational, and negotiation skills
• High energy, adaptability, and entrepreneurial spirit.
• Excellent interpersonal skills across diverse stakeholder groups.
• Cultural awareness and sensitivity, with experience in international contexts.

• The right to work in Brazil.
• Ability to re-locate to Rio de Janeiro.