Vice President, Guest Experience - FIFA World Cup 26

Job Description

About the Role:

The Vice President, Guest Experience for the FIFA World Cup is a senior executive role responsible for overseeing and enhancing the overall experience of all guests attending the World Cup events. This role involves strategic planning, cross-functional collaboration, and hands-on leadership to ensure that every aspect of the guest experience is world-class, from ticketing and hospitality to transportation and in-stadium services.

Key Responsibilities:

Strategic Planning and Leadership:
• Develop and implement a comprehensive guest experience strategy aligned with FIFA World Cup standards and goals.
• Lead and manage a diverse team of professionals, including guest services, guest communications, guest movements, and guest systems.
• Collaborate with FIFA officials, local organizing committees, and other key stakeholders to ensure seamless integration and execution of guest experience initiatives.
Operational Excellence:
• Oversee the design and execution of guest services programs, including ticketing, VIP hospitality, and fan engagement activities.
• Ensure the highest standards of service delivery across all touchpoints, from pre-event communications to post-event follow-ups.
• Implement and monitor key performance indicators (KPIs) to measure and enhance guest satisfaction.

Guest Services Management:
• Develop and maintain effective guest service protocols, ensuring timely and efficient resolution of guest inquiries and issues.
• Coordinate with security, transportation, and venue management teams to ensure a safe and enjoyable experience for all guests.
• Innovate and implement new technologies and systems to improve guest experience and operational efficiency.

Stakeholder Engagement:
• Build and maintain strong relationships with sponsors, partners, and vendors to enhance the guest experience.
• Work closely with marketing and communications teams to promote guest experience initiatives and gather feedback for continuous improvement.
• Represent the organization at high-level meetings and events, acting as the primary point of contact for guest experience matters.

Financial Management:
• Develop and manage the guest experience budget, ensuring cost-effective delivery of services without compromising quality.
• Monitor and report on financial performance, making data-driven decisions to optimize resource allocation.

Qualifications:
• Bachelor's degree in Hospitality Management, Event Management, Business Administration, or a related field; MBA or equivalent advanced degree preferred.
• Minimum of 10 years of experience in guest experience, hospitality, or event management, with at least 5 years in a senior leadership role.
• Proven track record of successfully managing large-scale events, preferably in the sports or entertainment industry.
• Strong leadership, communication, and interpersonal skills, with the ability to inspire and motivate a diverse team.
• Exceptional organizational and problem-solving abilities, with a keen eye for detail.
• Ability to work under pressure and handle multiple priorities in a fast-paced environment.
• Multilingual skills and international experience are highly desirable.

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Endeavor unites and brings people together in our love of sport, culture, and entertainment. We understand this can only be accomplished when we lead with a lens of diversity, equity, and inclusion in everything we do. As a global company that drives culture, we strive to reflect the world's diverse voices.  

Endeavor is an equal opportunities employer and encourages applications from suitably qualified and eligible candidates regardless of sex, race, disability, age, sexual orientation, or religion or belief.

Jobcode: Reference SBJ-g4b3jv-18-191-140-222-42 in your application.