Team Lead Ticketing CRM
Department: Ticketing, Hospitality & Stadium Revenue
Employment Type: Permanent - Full Time
Location: Zurich
Description
As the organiser of some of the biggest and most iconic sport events in the world, we lead the way in the sport and event industry.
Join the team and support us on our mission.
You'll play a central role in designing and delivering top-tier ticketing and customer experience strategies for FIFA events-shaping sales timelines, CRM processes, and leading service delivery for fans and partners.
THE POSITION
These are your key tasks:
- Drive the design and execution of ticket sales phases, products, and pricing strategies
- Lead the development of customer service solutions for fans, partners, member associations, and more - defining communication channels, timelines, and delivery formats
- Collaborate across departments and with senior stakeholders to define ticketing policies, CRM strategy, and operational planning
- Design and implement CRM processes and project plans that elevate the fan and partner experience
- Manage staffing requirements - from recruiting and training top CRM talent to leading freelancers and external providers
- Lead the procurement and management of third-party providers, including call centres and CRM technology partners
- Support campaign planning and communication strategy, from personalised outreach to mass communications and ticketing workshops
- Ensure effective coordination across CRM functions - including sales strategy, communications, and customer care
- Provide high-level support and insights into customer behaviour, sales performance, and continuous improvement
- Act as a key escalation point for complex or legal ticketing enquiries
- Ensure on-time and on-budget delivery of all CRM elements for events
- Participate in international travel and on-site event operations as needed
YOUR PROFILE
We work hard at FIFA.
We are dedicated, ambitious and innovative.
And we respect our values. Always.
For all roles, we seek talented people with an entrepreneurial spirit and a global mindset.
The specific competencies we require for this position are:
- 3-5 years of experience in ticketing for major sporting events
- Strong understanding of ticketing processes, platforms, and customer journeys
- Experience managing customer service operations, handling escalations, and creating high-quality content across platforms
- Onsite venue operations experience in fast-paced event environments
- Strong project management capabilities with a strategic mindset
- Excellent communication and stakeholder management skills
- Resourceful, resilient, and solution-oriented
- Leadership skills with an inspiring, collaborative management style
- Available for international travel and on-site support when needed
PERKS & BENEFITS
The biggest benefit of a career at FIFA is the privilege to work for the beautiful game and create something that matters.
Alongside that privilege, we also offer some extra perks and benefits:
- Health and fitness: Regular football sessions for all abilities, plus on-site gym.
- Home office: Up to two days of home office per week if work permits and home office allowance for all.
- Language courses: Offered to all staff to aid personal and professional growth.
- Continuous learning: We care about your development and encourage internal mobility, offering a variety of training and education to help achieve it.
- Pension: Flexible pension benefits with generous employer contributions.
- Relocation assistance: A dedicated team will be on hand to support your relocation.
- Sustainability: We support all employees using public transport.
- Vacation: Maintain a healthy work/life balance with a generous vacation allowance.
- Volunteering: Make an impact beyond your regular role and bond with colleagues by volunteering with one of our partners.
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