Guest Experience Manager

About the role

Join the local FIFA subsidiary in Brazil to lead the guest experience for the FIFA Women’s World Cup 2027. You will shape and deliver a premium VIP environment within the FIFA VIP Hotel and the FIFA Club, ensuring unforgettable moments for high‑profile guests.

Key responsibilities

• Develop and execute the VIP Guest Experience concept for the FIFA VIP Hotel, including branding, gifts, amenities and curated touchpoints.
• Define the FIFA Club concept – covering F&B, design and guest journey – and oversee its implementation.
• Manage the tender process, evaluate and appoint suppliers for experiential, branding and F&B services.
• Maintain a strategic overview of all guest‑experience activities within the VIP Hotel.
• During the tournament, act as FIFA Club Manager (or supervise the manager) to ensure operational setup and delivery.
• Collaborate with Accommodation, Protocol, Transport and Branding teams to align delivery.
• Establish clear communication channels and strong relationships with stakeholders.
• Develop and deliver training for suppliers, service staff and volunteers focused on ‘wow’ customer service.
• Participate in site visits and inspections.

Required profile

• Bachelor’s or Master’s degree in Business Management, Hospitality Management, Event Management, Marketing & Communications or a related field.
• 5+ years of proven experience creating and delivering premium VIP guest‑experience concepts, preferably in hotel or large‑scale event settings.
• Extensive background in concept development for branding, scenography, F&B and curated guest touchpoints.
• Experience designing premium hospitality environments such as lounges, clubs or VIP spaces.
• Demonstrated ability to manage external agencies and suppliers.

Required skills