About this opportunity
Opportunity Overview
FIFA is hiring a Ticketing Group Sales Coordinator to support its customer care operations for a major international sports event, based in Rio de Janeiro, Brazil. This is a fixed-term, full-time role within the Ticketing, Hospitality & Stadium Revenue department. The position focuses on managing Group Sales customer relationships, monitoring ticket inventory, and ensuring all ticketing processes comply with FIFA's policies, regulations, and GDPR requirements. The coordinator will act as a bridge between Group Sales customers and FIFA's internal teams. Day-to-day work involves handling customer enquiries, running quality assurance checks, analyzing KPIs, and reporting on the effectiveness of customer care. You will also support onsite operations during the event, which means being ready to work in a fast-paced stadium environment when needed. The role requires someone comfortable with both back-office tasks and face-to-face customer interactions. FIFA is the international governing body of association football, responsible for organizing major tournaments including the FIFA World Cup. With 211 member associations, FIFA operates globally and is known for its large-scale event management, commercial partnerships, and development programs. Working at FIFA means being part of a highly structured organization where compliance, data protection, and operational precision are taken seriously. This role sits within the commercial side of event delivery, focusing on the fan and corporate customer experience. Rio de Janeiro offers a vibrant working environment, but it comes with practical considerations. The cost of living in Rio is moderate compared to other global cities, though rent in central areas like Copacabana or Ipanema can be pricey. The city has a tropical climate with warm temperatures year-round and a rainy season from December to March. The role requires the ability to relocate to Rio and the right to work in Brazil, so visa sponsorship is not guaranteed. Expect a dynamic, deadline-driven work culture, especially in the months leading up to the event.
Responsibilities
- Support regular quality assurance checks across the customer care operation, in line with the sales strategy and FIFA ticketing requirements, policies, and regulations
- Perform customer care ticketing processes, both back office and onsite, whenever required
- Maintain relationships with Group Sales customers, resolving issues and enquiries
- Monitor ticket inventory, order status, and deadlines for Group Sales bookings
- Issue all necessary ticketing communications and translate them into required languages where applicable
- Present ticketing information to Group Sales customers and stakeholders, both in person and online
- Follow established communication and escalation processes and support their consistent implementation across stakeholders
- Implement quality control procedures to detect and correct any deviation from requirements as soon as possible
- Research and implement solutions to increase the productivity of the group sales customer care team and maximize customer information and satisfaction
- Analyze and report regularly on KPIs and the effectiveness of customer care being delivered
- Proactively identify and report on patterns and risks, and implement processes to mitigate them
- Ensure all customer care processes comply with FIFA functional area requirements, including Legal, Sustainability, Data Protection, and Finance
- Liaise with internal and external stakeholders to ensure relevant customer care information is available and share applicable knowledge
- Ensure efficient administration and archive of all versions of customer care and knowledge base materials, in all languages
- Report on the implementation of sales strategy and ticketing requirements
- Ensure adherence to specific operational deadlines and project plans, and compliance with ticketing policies, regulations, and GDPR
Benefits
- Fixed-term full-time contract with FIFA
- Opportunity to work on a major international sports event
- Experience in a global, multi-cultural organization
- Exposure to high-profile stakeholders and corporate customers
Requirements & Qualifications
- Experience in the planning and delivery of a similar project for a major international sports event
- Experience in customer care delivery for Group Sales, corporate customers, and/or business stakeholders
- Experience working within small, cross-functional teams with exposure to day-to-day task coordination
- Delivery of user acceptance tests
- Ticketing experience
- Venue and onsite operations experience for major sports events
- Customer service experience
- Excellent communication and relationship management skills
- Good numeracy skills
- Courtesy and cooperation
- Accountability and transparency
- Analysis and innovation
- Flexibility and adaptability
- Perseverance and dedication
- Proactivity and organisation
- Time management and prioritisation
- Proficiency in MS Office (Excel, Word, PowerPoint, Monday) and planning software and online collaboration tools
- Experience with CRM software for case management, including automatic and manual management of cases
- Ability to relocate to Rio de Janeiro
- Right to work in Brazil
How to Apply
- Review the requirements and ensure you meet the eligibility criteria, including the right to work in Brazil and ability to relocate to Rio de Janeiro.
- Prepare your application materials, highlighting your experience in customer care, ticketing, and major sports events.
- Click the Apply button below to submit your application.
Official Application Strategy & Insights
Selection Committee Priorities
- •Academic/Professional Alignment: Ensure your statement explicitly ties your past work in Brazil to FIFA — Ticketing, Hospitality & Stadium Revenue's strategic goals.
- •Leadership Evidence: Selection panels heavily weigh demonstrated initiative, community impact, or research output.
- •Financial & Language Prerequisites: Confirm if Medium of Instruction (MOI) certificates can substitute for formal standardized language test fees.
Required Document Verification
Ready to apply?