Ticketing CRM Sales Channels Manager
Posted
FIFA has established a Local FIFA Subsidiary in Brazil to work together with FIFA Zurich to deliver the biggest women’s sporting event in the world, the FIFA Women’s World Cup 2027™ (“FWWC2027”) that for the first time ever, is hosted in South America in Brazil. Now is your time to be part of the workforce that is creating this unique and unforgettable experience.
Please submit your CV in English, as it will be reviewed by an international team.
Please submit your CV in English, as it will be reviewed by an international team.
Reporting organizationally to the Ticketing Customer Relationship Senior Manager, the Ticketing CRM Sales Channels Manager will support Ticketing and Hospitality efforts for the FIFA Women's World Cup 2027™.
This role will be responsible for develop and implement QA/UAT strategies, user acceptance tests for all ticket sales, distribution and communication channels.
Ticketing CRM Sales Channels Manager must ensure compliance with the applicable sales strategy and the FIFA ticketing requirements. Ticketing CRM Sales Channels Manager focuses particularly on the delivery of user acceptance tests to ensure an efficient ticketing operation for the FIFA Women’s World Cup 2027™.
Key Responsibilities
Key Responsibilities
- Review and understand business requirements, functional specifications, and technical documentation related to the sales channels.
- Produce and implement test scripts, from a customer relationship perspective, to verify compliance of the systems with the ticket sales strategy and requirements.
- Develop and implement Quality Assurance and User Acceptance Test strategies, collaborate with stakeholders to define QA/UAT objectives, methodologies, and best practices;
- Plan and implement processes for the delivery of user acceptance tests for all ticket sales, distribution and communication channels, in pre-production and production environments, including but not limited to: online ticketing portals, mobile ticketing apps, back-office ticketing systems, bespoke CRM and Marketing Automation tools, general and single sign-on integration;
- Set the desired outcomes within test scripts, select and communicate with test participants and define testing and reporting timelines;
- Liaise with internal and external stakeholders for the communication of UAT results and management of fixes and change requests;
- Use issue tracking system to report on UAT results, support and change requests;
- Pro-actively identify and report on patterns and risks;
- Identify opportunities to improve development and testing processes to enhance efficiency, effectiveness, and overall quality.
- Plan and implement quality control procedures to ensure that any deviation from the requirements is detected and corrected as soon as possible and that any system deviation from the requirements is detected as soon as possible, at all times during the ticketing process;
- Drive the implementation of test automation frameworks and tools to streamline testing processes and improve efficiency. Evaluate automation opportunities and prioritise test cases for automation to maximise productivity.
- Actively research and implement solutions to pro-actively increase the productivity of the sales channels team;
SKILLS FRAMEWORK
ACCOUNTABILITY: Demonstrate commitment to responsibilities and objectively analyse one’s behaviour, 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 calculate 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 break new ground, look for unconventional solutions, and produce fresh ideas.
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's or Master's degree or equivalent in relevant areas.
WORK EXPERIENCE
- 3-5 years’ experience in: Quality Assurance and User Acceptance Test strategies
- Planning and delivery of a similar project
- Leading and managing small teams
- Delivery of user acceptance tests
- Experience in ticketing system
- Customer Service
- Excellent communication and relationship management
- Good numeracy
- Courtesy and Cooperation
- Accountability and Transparency
- Analysis and Innovation
- Flexibility and Adaptability
- Perseverance and Dedication
- Proactivity and Organisation
- Time Management and Prioritisation
LANGUAGES
Fluent in English and Portuguese, spoken and written.
Spanish and/or additional languages is highly advantageous.
TECHNOLOGY
- Proficient in MS Office (Excel, Word, PowerPoint, Visio & Project) and planning software and online collaboration tools
- CRM software for case management, including automatic and manual management of the cases
- JIRA
- Confluence
Certifications & Requirements
- Ability to re-locate to Rio de Janeiro
- Right to work in Brazil