Head of Fan Care Lisboa

Head of Fan Care
Lisboa
Lisboa, Lisboa, Portugal

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 set up, implement, and manage FAN Care (FAN Experience and FAN Support) for
- visibility
- class events.

You will work with very
- 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
- paced environment and work with
- divisional internal teams across multiple geographies (CH, UK, FR…).

The position is based in Lisbon (PT).

Responsibilities

1. Develop a full FAN Care strategy, including FAN Experience and FAN support, serving the spectators/FANs attending the events.
2. Develop strategies to ensure FAN experience and satisfaction at each phase of the ticketing process, working closely with other departments to address FAN needs.
3. Contribute to selecting and implementing a FAN contact centre provider.
4. Set up, implement, and operate FAN service procedures for all target groups. Act as a FAN care champion.
5. Serve as the primary point of contact for complex or escalated FAN inquiries, complaints, and issues.
6. Monitor FAN support channels (phone, email, chat) to ensure timely and accurate responses to FAN inquiries.
7. Take ownership of FAN issues, proactively following up to ensure resolution and FAN satisfaction.
8. Analyse FAN support data and feedback to identify trends, pain points, and opportunities for improvement.
9. Collaborate with other departments to ensure alignment on FAN service goals, initiatives, and priorities.

Qualifications

1. Bachelor's degree in business administration, marketing, communications, or a related field.
2. Minimum of 5 years of experience in customer support or customer service management in B2C, preferably in the ticketing, events, or hospitality industry.
3. Proven leadership and team management skills, with the ability to motivate and inspire team members to achieve results.
4. Strong communication, interpersonal, and customer service skills.
5. Ability to thrive in a
   - paced environment and manage multiple priorities effectively.
6. Proficiency in customer relationship management (CRM) software, in particular Salesforce, and other relevant tools.
7. Proficiency in English (spoken & written) and French is a plus.
8. Knowledge of Zendesk and/or Salesforce is a plus.