Specialist, CRM - FIFA Commercial Partners and Local Entities Customer Care, FIFA World Cup 2026

At FIFA26, our vision is to unite the world through the greatest sporting event of all time. The FIFA World Cup 26™ will mark the first time that the tournament will feature 48 teams and be hosted by three countries: Canada, Mexico and the USA. This new format will redefine excellence, generating unique opportunities for greater participation and engagement among fans and players across North America and all over the world. Now is your time to become a game changer and join the workforce that will plan and deliver this extraordinary and unforgettable experience. 

Reporting organisationally to the Ticketing FIFA Commercial Partners & Local Entities Customer Care Manager, the Ticketing  FIFA Commercial Partners & Local Entities Customer Care Specialist will help serve Ticketing and Hospitality efforts for the FIFA World Cup 2026™ that for the first time ever, is hosting 48 teams and 1,200+ players across 3 countries and 16 venues. This role will be responsible for the execution of procedures and completion of tasks following the customer care strategies and processes for Group Sales Customers to specifically fulfil all FIFA Commercial Partners and Local Entities ticketing requirements and ensure a smooth and successful ticketing operation for these key FIFA stakeholders. The Customer Care Specialist must follow the applicable FIFA Ticketing processes, policies and regulations whilst providing support to all FIFA Commercial Partners and Local Entities with ticketing enquiries. Focuses on providing effective ticketing customer care for the FIFA World Cup 2026™. 
 
The main responsibilities of the Ticketing  FIFA Commercial Partners & Local Entities Customer Care Specialist for the FIFA World Cup 2026™ include but are not limited to:   
 

• 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. 

ACCOUNTABILITY: Demonstrate commitment to responsibilities and objectively analyze one’s behavior, while assuming consequences of one’s own actions and/or decisions and learning from one’s mistakes.

DECISION MAKING: Ability to identify and swiftly make decisions in critical situations, take initiative and calculated risks, explore alternative solutions, and respond promptly to unforeseen circumstances.

INCLUSIVITY: Achieve shared organizational objectives by sharing information with colleagues across all levels and divisions, tangibly influencing others, and maintaining a network of support contacts.

INITIATIVE: Capacity to do things on one’s own initiative and to influence the course of events, assume responsibilities, and achieve objectives with a minimum of supervision and control.

INNOVATION: Capacity to break new ground, look for unconventional solutions, and produce fresh ideas.

LEADERSHIP: Ability to lead one’s contacts/colleagues/partners, encourage teamwork, and delegate authority / decision-making power, as needed, to produce the expected results and make efficient use of the team’s skills and talents.

VISION: Ability to perceive the organization's global environmental impact, anticipate decision consequences, grasp organizational missions, and formulate strategic plans.

Education & Qualifications

• Bachelor or master’s degree or equivalent in relevant area. 

Work Experience

• 2+ years successful delivery of B2B Customer Relationship Management (Essential) 
• Good numeracy (Essential) 
• Excellent communication and relationship management (Essential) 
• Event Ticketing/Sports Event Ticketing (Desirable) 
• Mobile ticketing application user support and back-end case management (Desirable)

Languages

• Fluent in English, spoken and written (Essential) 
• Fluent, spoken and written, in one of the following: French, Spanish, German (Ideal) 

Technology

• Proficient in MS Office (Excel, Word, PowerPoint) and online collaboration tools (Essential) 
• CRM software/application(s) for case management (Desirable) 
• Use of Ticketing applications and tools (Desirable)