Ticketing, Senior Director in London

Wasserman operates at the epicenter of sports, music and entertainment, serving talent, brands and properties on a global scale. Our brands and properties division works with iconic brands and rights holders, supporting business growth through all marketing disciplines. We are a trusted partner to every major league, team and venue, building meaningful connections between brands, properties and fans.

Headquartered in Los Angeles, Wasserman's presence spans 28 countries and more than 70 cities, including New York, London, Abu Dhabi, Amsterdam, Hong Kong, Madrid, Mexico City, Toronto, Paris and Sydney.

Job Overview

We are seeking an experienced Director – Ticket Management to lead end-to-end ticketing operations and guest management for a major football hospitality programme at the FIFA World Cup 2026. Based in London, with travel to the United States required during the tournament, you will oversee the full lifecycle of ticket management — from strategic planning and allocation through to on-site delivery — while also leading the set-up, deployment, and management of a bespoke ticket and guest management system. This is a rare opportunity to play a pivotal leadership role in one of the world’s biggest sporting events, working with global stakeholders, VIP clients, and internal teams to deliver a seamless, world-class guest experience.

Contract type: Fixed-term until August 2026 (or Freelance arrangement considered)

What You Will Be Doing

• Lead all aspects of ticket management for the FIFA World Cup 2026 programme, ensuring tickets are accurately allocated, tracked, and distributed.
• Act as the primary liaison between FIFA ticketing teams, commercial affiliates, and internal delivery units.
• Establish and oversee a robust ticket and guest management system, ensuring integration with hospitality, transport, and accreditation operations.
• Manage ticket allocations, fulfilment processes, on-site delivery, and service levels for designated client groups.
• Serve as the senior client and stakeholder lead, managing sensitive relationships with professionalism and authority.
• Manage ticketing communications and guest queries across clients, partners, and VIPs.
• Lead and mentor a multi-level team (Director, Senior Manager, and Manager) and guide their professional growth and delivery focus.
• Collaborate closely with Hospitality Operations, Security, Accreditation, and Guest Services teams to ensure cohesive execution.
• Provide strategic oversight and troubleshooting, including contingency planning and operational readiness for match days.
• Lead reporting, reconciliation, and audit processes for ticket inventory and usage, delivering regular updates to clients and senior leadership.
• Recruit, brief, and manage ticketing support staff and external vendors as required for event delivery.

Key Responsibilities

• Serve as the main point of contact for allocated client groups, ensuring ticketing needs are fully understood and met.
• Develop and manage a secure, scalable ticket and guest management system, including vendor coordination and configuration.
• Design and oversee ticket distribution strategies and ensure compliance with ticketing policies and systems.
• Own the guest data lifecycle, ensuring accuracy, privacy compliance, and real-time access control.
• Monitor ticket inventory, transfers, and usage, maintaining strong reporting and traceability standards.
• Coordinate closely with US-based venue teams for on-site ticketing operations and guest servicing.
• Manage cross-functional workstreams, ensuring deadlines and deliverables are met.
• Identify and mitigate operational risks related to ticketing delivery.
• Analyse ticketing data to produce dashboards, insights, and post-event evaluations.
• Ensure full compliance with FIFA policies, data protection laws, and contractual commitments.

Skills and Experience You Need

• 7+ years’ senior experience in ticketing, event operations, or account management for major international sports or live events.
• Deep expertise in ticketing systems, CRM platforms, and digital ticketing technologies.
• Proven ability to lead and inspire a multi-level team and scale operations as projects evolve.
• Demonstrated success managing challenging clients and complex stakeholder networks in high-pressure, deadline-driven environments.
• Strong strategic and project management skills, including budgeting and planning.
• Excellent communication, negotiation, and interpersonal abilities.
• Highly organised, adaptable, and solution-oriented, with strong attention to detail.
• Experience managing third-party vendors and contractors.
• Fluency in English (Spanish an advantage).
• Availability for international travel and flexible working hours, including weekends and match days.

Wasserman does not discriminate on the basis of race, sex, color, religion, age, national origin, marital status, disability, veteran status, genetic information, sexual orientation, gender identity or any other reason prohibited by law in provision of employment opportunities and benefits.