Head of Fan Care
at ELCA Informatique SA
Lisboa, Área Metropolitana de Lisboa, Portugal -
Start Date | Expiry Date | Salary | Posted On | Experience | Skills | Telecommute | Sponsor Visa |
---|---|---|---|---|---|---|---|
Immediate | 17 Apr, 2025 | Not Specified | 19 Jan, 2025 | N/A | Customer Service Skills,Communications,English,Management Skills,Hospitality Industry,Customer Service Management,B2C,Zendesk | No | No |
Required Visa Status:
Citizen | GC |
US Citizen | Student Visa |
H1B | CPT |
OPT | H4 Spouse of H1B |
GC Green Card |
Employment Type:
Full Time | Part Time |
Permanent | Independent - 1099 |
Contract – W2 | C2H Independent |
C2H W2 | Contract – Corp 2 Corp |
Contract to Hire – Corp 2 Corp |
Description:
FAN4LIFE is delivering full ticketing services powered by the ticketing solution SECUTIX,
We are looking for a qualified professional to join our FAN4LIFE team, whose mission is to setup, implement and manage FAN Care (FAN Experience and FAN Support) for high-visibility world-class events.
You will work with very high-brand clients in sports and live entertainment and experience the ultimate thrill of seeing millions of FANs benefit from the results of your work,
You will join a dynamic and fast-paced environment and work with cross-divisional internal teams across multiple geographies (CH, UK, FR…)
The position is based in Lisbon (PT)
QUALIFICATIONS
- Bachelor’s degree in business administration, marketing, communications, or a related field.
- Minimum of 5 years of experience in customer support or customer service management in B2C, preferably in the ticketing, events, or hospitality industry.
- Proven leadership and team management skills, with the ability to motivate and inspire team members to achieve results.
- Strong communication, interpersonal, and customer service skills.
- Ability to thrive in a fast-paced environment and manage multiple priorities effectively.
- Proficiency in customer relationship management (CRM) software, in particular Salesforce, and other relevant tools.
- Proficiency in English (spoken & written) and French is a plus
- Knowledge of Zendesk and/or Sales Force is a plus
Responsibilities:
- Develop a full FAN Care strategy, including FAN Experience and FAN support, serving the spectators/FANs attending the events.
- Develop strategies to ensure FAN experience and satisfaction at each phase of the ticketing process, working closely with other departments to address FAN needs,
- Contribute to selecting and implementing a FAN contact centre provider.
- Set up, implement, and operate FAN service procedures for all target groups. Act as a FAN care champion.
- Serve as the primary point of contact for complex or escalated FAN inquiries, complaints, and issues.
- Monitor FAN support channels (phone, email, chat) to ensure timely and accurate responses to FAN inquiries.
- Take ownership of FAN issues, proactively following up to ensure resolution and FAN satisfaction.
- Analyse FAN support data and feedback to identify trends, pain points, and opportunities for improvement.
- Collaborate with other departments to ensure alignment on FAN service goals, initiatives, and priorities.
REQUIREMENT SUMMARY
Min:N/AMax:5.0 year(s)
Marketing/Advertising/Sales
IT Software - Other
Sales
Graduate
Business administration marketing communications or a related field
Proficient
1
Lisboa, Portugal