Guest Communications Manager

Wasserman operates at the epicenter of sports, music and entertainment, serving talent, brands and properties on a global scale. Our brands and properties division works with iconic brands and rights holders, supporting business growth through all marketing disciplines. We're a trusted partner to every major league, team and venue, building meaningful connections between brands, properties and fans.

Location:London, UK (with travel as required to USA)
Contract Type:Fixed-Term Contract (until August 2026)

We are looking for an experienced and detail-oriented Guest Communications Manager to join our ticketing and hospitality team on a high-profile FIFA World Cup project. In this role, you’ll manage end-to-end guest communications and oversee the operation of a dedicated Guest Management System (GMS). Working within a fast-paced agency environment, you’ll act as the critical link between internal delivery teams, client stakeholders, and guests – ensuring all communications are clear, accurate, and timely throughout the guest journey.
 

What You'll Be Doing:

Account Management

• Reporting to the Account Director in the setup and management of effective guest communications and processes appropriate to the client’s needs and requirements.

• You should have strong interpersonal and project management skills, excellent attention to detail and be confident when liaising with clients & suppliers.

• Maintain and develop client relationships, day-to-day account management, project management, and internal coordination required.

• Effective management of regular project and status meetings with clients (and markets where relevant), including consolidation of notes and actions.

• Financial account management including the creation of budgets, tracking, and reconciliation.

• Produce a final operations report for each project, including recommendations for future improvements.

Guest Communications

• Plan and execute guest communication workflows across all stages – nominations, invites, RSVP campaigns, travel and ticketing updates, and on-site information.

• Develop and maintain support materials including FAQs, information packs, and guest comms tailored to different tiers and regions.

• Act as the primary contact for guest queries via email, phone, and GMS messaging tools, delivering responsive and courteous support.

Guest Management System (GMS)

• Lead day-to-day management of the GMS, ensuring data accuracy, complete guest profiles, and timely updates.

• Collaborate with tech teams and client stakeholders to configure workflows, guest segmentation, and reporting.

• Understand and demonstrate all the system features to different audiences within and outside of our business.

• Monitor guest registration, resolve system-related issues, and escalate technical challenges as needed.

• Additional operational support where required within the project team – including providing daily reports required to support with operational planning i.e. guest arrival/departure manifests, hotel room requirements, Food & Beverage, ticketing etc.

​Troubleshooting & Resolution

• Take ownership of guest issues such as access problems, duplicate profiles, and incorrect data.

• Work cross-functionally with ticketing, travel, hospitality, and tech teams to deliver timely solutions.

• Maintain a live issues log and contribute to regular reporting for project leadership and clients.

• Keep senior stakeholders and account teams informed of the progress of operations and any issues that may arise that could affect its successful delivery and high standard of service.

What You Need:

• 4+ years’ experience in guest services, event operations, or client communications – ideally within a major sports or live event context.

• Proven experience using and managing guest registration or CRM systems (e.g., Cvent,Salesforce, or bespoke platforms).

• Excellent written and verbal communication skills with a focus on tone, clarity, and audience appropriateness.

• Strong problem-solving skills and a calm, solution-oriented approach under pressure.

• High-level attention to detail and comfort managing large datasets and complex guest lists.

• Ability to collaborate effectively across agency teams and external client groups in a multi-stakeholder environment.

• Experience working on FIFA events, or other global sports properties, is highly desirable

Wasserman does not discriminate on the basis of race, sex, color, religion, age, national origin, marital status, disability, veteran status, genetic information, sexual orientation, gender identity or any other reason prohibited by law in provision of employment opportunities and benefits.

Wasserman is proudly an equal opportunity employer. We are always searching for the most passionate and talented people from all backgrounds and experiences to join us.

20 years into our evolution, we continue to expand services and geographies across the exciting and extraordinary worlds of sports, music, entertainment and culture.

We are committed to making a meaningful difference and driving real change when it comes to diversity equity and inclusion — not only among our employees, but in how we serve clients and push the industry at large.

If this sounds like a place you’d like to work, let’s talk!

Wasserman is a global leader in sports, music, entertainment and culture. Founded in 2002, Wasserman represents many of the world’s most iconic sports and entertainment figures, musical artists, brands and properties, empowering them to shape culture and captivate audiences worldwide.