Senior Manager, Ticketing Customer Relations

The Ticketing Customer Relations Senior Manager is responsible for supporting the definition and implementation of the comprehensive Ticketing Customer Relationship Management (CRM) strategy in close collaboration with FIFA Global Headquarters and Senior Management. Serving as the primary liaison in the host country, this role oversees the entire Ticketing CRM team in the Host Country, providing mentorship and direction and ensuring that all managers and staff meet established objectives throughout the project lifecycle.

Key responsibilities 

• Reporting operationally to the Team Lead Ticketing CRM, acting as the primary Ticketing CRM liaison in the Host Country with FIFA Global Headquarters and Senior Management, ensuring clear communication and alignment throughout the project.
• Overseeing and managing the performance of the Ticketing CRM team in the Host Country through the implementation of effective processes, KPIs, service levels, escalation paths, and quality‑assurance plans.
• Coordinating with other ticketing teams and FIFA functional areas to ensure cohesive and effective project delivery.
• Handling all types of escalations with a solution‑oriented approach, ensuring efficient resolution of complex cases while keeping FIFA Global Headquarters and Senior Management informed.
• Leading the identification, mitigation, and resolution of risks and issues and responding to major customer‑impacting incidents to minimise operational impact and reputational risk.
• Ensuring the effective delivery of the overall Ticket Sales Strategy, including ticketing rules, policies, procedures, pricing, and ticket products, in line with legal requirements and ticketing objectives, ensuring fair and transparent access to tickets for as many fans as possible.
• Overseeing sales data and demographic analysis to support the ongoing refinement of the overall Ticket Sales Strategy.
• Translating the overall Ticketing Strategy into clear, actionable requirements that guide delivery across all Ticketing CRM functional areas.
• Ensuring an efficient and optimised customer experience by defining and implementing the end‑to‑end customer journey for both general public and group sales customers, identifying service gaps, and implementing improvements across all channels.
• Planning and implementing effective customer care for all ticketing customers, including organising and implementing automated customer‑care solutions for general public customers and ensuring high‑quality one‑to‑one support for both general public and group sales customers.
• Ensuring full compliance with data protection laws, ticketing rules, terms, legal requirements, and internal policies, including the enforcement of internal control measures and access‑control policies.
• Managing RFPs and service provider relationships to ensure external partners are contracted in a timely manner and meet all obligations related to service quality, processes, and customer data.
• Overseeing Ticketing CRM reporting on customer care performance and trends, using data insights to enhance proactive communication and improve the overall customer experience.
• Planning and delivering all ticketing sales collaterals and communications, and overseeing customer communications by planning, approving, and coordinating emails, notifications, FIFA.com content, FAQs, and manuals, ensuring mandatory legal documents are accurately presented and that tone and accuracy are consistently maintained, while ensuring proactive communication reduces the need for one‑to‑one support.
• Ensuring the effective gathering of requirements for ticketing systems and communication channels and overseeing User Acceptance Testing (UAT) to guarantee system performance and readiness.
• Ensuring effective communication channels for proactive communication and customer care for both general public and group sales customers.

Ideal Candidate Profile

The ideal candidate brings a proven track record in large scale customer relations management within complex, high‑volume ticketing or major event environments; demonstrates strong leadership capabilities, strategic thinking, and the ability to operate confidently in a fast‑paced, multicultural, and highly regulated environment.

Key requirements include

• Significant experience in customer service or ticketing operations within sports organisations or other high‑volume environments.
• Strong organisational and project management skills, with the ability to prioritise, plan, and deliver under pressure and within tight timelines.
• Proven track record of developing and leading teams.
• Experience working with cross‑functional teams and external stakeholders, including headquarters‑level entities, service providers, and technical teams.
• Right to work in Brazil.
• Fluent in English (spoken and written)
• Fluent in Portuguese (spoken and written)
• Ability to re-locate to Rio de Janeiro.

• Expertise in defining CRM strategies, customer journeys, and service delivery frameworks to optimise the end‑to‑end customer experience.
• Demonstrated ability to resolve complex customer issues and coordinate cross‑functional responses to high‑impact incidents.
• Solid understanding of data protection requirements and internal accountability processes to ensure full compliance with legal and operational standards.
• Proficiency in managing RFPs and service‑provider relationships.
• Strong analytical skills to interpret performance trends and translate data insights into actionable operational improvements.
• Excellent communication skills, with the ability to oversee customer‑facing content, ensure accuracy and consistency, and support proactive communication strategies.
• Exceptional organisational skills, with the ability to prioritise and deliver complex workstreams within tight timelines.
• Proven ability to work effectively with diverse teams and stakeholders, demonstrating cultural awareness and high levels of discretion.
• Familiarity with ticketing systems, CRM platforms, communication channels, and User Acceptance Testing processes.