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Core Competencies
Role fitCore Competencies
Use this summary to align your resume positioning with the role.
Demonstrates expertise in customer care operations management, including defining processes, managing outsourced contact centers, and optimizing CRM workflows. Proven ability to lead teams, ensure compliance with governance standards, and translate performance data into actionable improvements.
Highest-signal resume keywords
Customer Service ManagementCRM OptimizationOutsourced Contact Centre ManagementQuality AssuranceStakeholder Management
ATS Keywords
Tailor your resumeApplicant Tracking System Keywords
Tip: use these terms in your resume and cover letter to boost ATS matches.
Hard Skills
Customer OperationsCase ManagementPerformance ManagementData AnalysisEscalation ManagementProcess ImprovementService Level AgreementsKnowledge Base ManagementAutomated Customer Service ProcessesTicketing Policies Compliance
Soft Skills
Analytical SkillsProblem-Solving SkillsCommunication SkillsDecision-Making SkillsProactive Approach
Tools & Technologies
CRM PlatformsMicrosoft OfficeOnline Collaboration ToolsPlanning Tools
Industry Keywords
SportsTicketingHospitalityTravelMajor EventsHigh-Volume Consumer Environments
About the role
Key responsibilities & impact- Lead planning, implementation and continuous improvement of General Public customer care operations across FIFA tournaments and events
- Define customer care processes, service standards and workflows across contact forms, email, phone, chatbot and CRM channels
- Manage outsourced contact centre and customer service providers, including SLAs, KPIs, staffing, training, quality standards and operational readiness
- Lead and develop the General Public Customer Care team
- Monitor service levels, customer feedback and performance data to identify trends, risks and improvement opportunities
- Establish and oversee quality assurance programmes and implement corrective and preventive measures
- Own the escalation framework for complex customer cases and act as senior escalation point for sensitive operational, financial, legal and reputational matters
- Optimise CRM processes, case management workflows, knowledge bases, reporting and automation
- Ensure customer care activities and communications comply with ticketing policies, procedures, governance and data protection requirements
- Partner with Ticketing, Legal, Finance, Data Protection and other stakeholders throughout sales launches, tournament operations and post-tournament activities
Requirements
What you’ll need- A bachelor’s or master’s degree in a relevant field, or equivalent professional experience
- At least 5 years of relevant experience in customer service, customer operations, CRM or contact centre management
- Demonstrated experience managing outsourced contact centre providers, service contracts, SLAs and operational performance
- Strong knowledge of customer service performance management, quality assurance and escalation management
- Hands-on experience with CRM and case management platforms, including automated and manual customer service processes
- Strong analytical and problem-solving skills
- Ability to translate customer feedback and performance data into practical improvements
- Confidence managing complex or sensitive customer cases
- Excellent stakeholder management, communication and decision-making skills
- Proactive, accountable and improvement-oriented approach
- Ability to perform effectively during high-pressure tournament and sales periods
- Fluency in English, written and spoken
- Proficiency in Microsoft Office and online collaboration and planning tools
- French, German, Spanish and/or Arabic would be an advantage
- Experience in sports, ticketing, hospitality, travel, major events or other high-volume consumer environments would be an advantage
Benefits
Comp & perks- Regular football sessions for all abilities and on-site gym
- Up to two days of home office per week if work permits
- Home office allowance for all
- Language courses offered to all staff
- Continuous learning, training and education opportunities
- Internal mobility opportunities
- Flexible pension benefits with generous employer contributions
- Relocation assistance
- Public transport support
- Generous vacation allowance
- Volunteering opportunities with partner organisations