Manager, Fan Relations, FIFA World Cup 2026

Reporting to the Senior Manager, Fan Information, the Manager, Fan Relations will be a key member of the FIFA26 Tournament Team, working closely with the teams across North America.

The role will develop and implement a multi-channel approach to provide key operational information to fans and ticket holders on-site at the tournament, complimenting the existing Social Channels and CRM.

The main responsibilities of the Manager, Fan Relations for the FIFA World Cup 2026 include:  

• Implementation of a multi-channel, multi-language communications plan for on-site tournament attendees in the US, Mexico and Canada.
• Develop the strategy, manage and implement the operational WhatsApp channels
• Develop and manage specific campaigns and strategies related to match attendance
• Assist in the development of the tournament time content and distribution strategy, be a key member of the central information team during the tournament.
• Collaborate with key stakeholders and host cities to ensure a balanced and comprehensive approach to information provision.
• Devise, manage and maintain a cross divisional content and distribution timeline, ensuring all parties are fully represented and updates are implemented.  Identify, address and resolve any potential conflicts.
• Construct and manage a holistic overview of content requirements per phase of the tournament per stakeholder and ensure all content requirements are aligned and delivered.
• Plan assets for use and release across FIFA and third-party platforms. 
• Collaborate with outside agencies in the production of complex creative assets. 
• Liaise with the marketing, brand and communication teams to ensure consistency of tone, look, and feel across all public-facing materials.
• Oversee the management, and optimization of any external platforms being used to distribute fan information. 
• Manage the implementation of a translation project ensuring information is released in all FIFA official languages as well as those relating to qualified teams. 
• Assist in the implementation of customer service tools in conjunction with the Fan Information and App teams.
• Define success metrics and key KPIs for the project and devise methods for the collation of useful data sets to measure success and inform both in tournament and  future decision making.  Produce regular performance reports and updates as required.

ACCOUNTABILITY: Demonstrate commitment to responsibilities and objectively analyze one’s behavior, 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 calculated 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 do things on one’s own initiative and to influence the course of events, assume responsibilities, and achieve objectives with a minimum of supervision and control.

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