Director of End-User Experience and Care

webook.com; Riyadh; On-site; SAR 200,000 - 300,000; Full time

Job summary

A leading event ticketing platform in Saudi Arabia is seeking a Director of End-User Experience & Care. This role focuses on developing a comprehensive customer care strategy that enhances user satisfaction and loyalty across diverse markets. The ideal candidate will bring over 10 years of experience in customer experience management and proven leadership skills in scaling operations. Key responsibilities include overseeing global customer service, building a multi-market care team, and implementing effective systems to ensure seamless user experiences.

Qualifications

• 10+ years of experience in customer experience, service operations, or digital support leadership.
• Proven record of building and scaling multi-market care operations.
• Strong understanding of CRM tools and customer data analytics.

Responsibilities

• Develop and execute a global end-user care strategy.
• Recruit, train, and mentor a global customer care leadership team.
• Own the customer care budget and resource allocation strategy.

Skills

Customer experience management

Service operations

Leadership

Data analytics

Communication

Education

Bachelor's degree in Business or Communications

MBA

Tools

CRM tools

Zendesk

Freshdesk

Job description

Overview

Do you want to love what you do at work? Do you want to make a difference, an impact, and transform peoples lives? Do you want to work with a team that believes in disrupting the normal, boring, and average? If yes, then this is the job you are looking for, webook.com is Saudi's #1 event ticketing and experience booking platform in terms of technology, features, agility, revenue serving some of the largest mega events in the Kingdom surpassing over 2 billion in sales.

The Director of End-User Experience & Care is responsible for designing and executing a comprehensive customer care strategy that drives satisfaction, loyalty, and advocacy across all user touchpoints. This leader will oversee the customer service function globally, build and manage a high-performing multi-market care team, and implement scalable systems that ensure seamless end-to-end experiences for every user interacting with webook.com — from booking to event day and beyond.

This is not a traditional "support" role. It's about building a world-class care ecosystem that turns every customer interaction into an opportunity to strengthen the brand and grow lifetime value.

Key Responsibilities

• Develop and execute a global end-user care strategy that aligns with webook.com's vision and customer promise
• Establish measurable care KPIs including CSAT, NPS, first-contact resolution, and response time
• Build a multi-market care framework that accounts for regional differences (language, culture, event type, payment behavior)
• Collaborate with marketing, operations, and tech to design consistent customer journeys across web, app, and offline experiences
• Oversee daily operations of customer care teams (in-house and outsourced), ensuring 24/7 coverage where needed
• Lead the implementation of CRM and CX management platforms (e.g., Zendesk, Freshdesk, or Salesforce Service Cloud)
• Define and document SOPs, SLAs, and escalation flows across all care channels (chat, email, social, call center, and on-ground event support)
• Ensure all communication — automated or human — reflects webook.com's tone of voice and values
• Partner with Product, Design, and Marketing to analyze friction points across the user journey and implement improvements
• Use data analytics and customer feedback loops to influence product and policy decisions
• Design and oversee proactive support systems (FAQs, help centers, chatbots, AI assistants) that empower users to self-serve effectively
• Introduce VOC (Voice of Customer) programs to continuously gather and act on insights
• Recruit, train, and mentor a global customer care leadership team
• Build a service culture that celebrates empathy, problem-solving, and accountability
• Design quarterly CX training programs for all front-facing departments
• Promote a "care is marketing" philosophy — transforming every service interaction into a retention and upselling opportunity
• Establish dashboards to track CX metrics and trends across markets
• Report regularly to the COO and C-suite on insights, patterns, and actionable improvements
• Own the customer care budget and resource allocation strategy
• Collaborate with finance and product teams to quantify the ROI of customer satisfaction and retention initiatives
• Own the restructuring and modernization of the customer care infrastructure to transform customer interactions into a reliable, decision-grade intelligence engine for leadership
• Establish a robust CX data architecture across all care tools including Zendesk, Exacall, CRM, and any telephony or chat systems, ensuring accurate, consistent, and automated data capture
• Design and enforce standardized reporting frameworks covering case volumes, resolution drivers, escalation patterns, agent productivity, backlog health, and recurring customer pain points across markets
• Build executive-level dashboards that translate raw care data into clear insights for leadership, highlighting systemic issues, product gaps, operational bottlenecks, fraud patterns, and experience risks
• Ensure leadership has real-time and periodic visibility into customer sentiment trends, incident root causes, and operational performance without dependency on manual reporting
• Partner with Product, Tech, Marketing, and Operations to ensure customer care data directly informs roadmap prioritization, policy changes, and experience improvements
• Introduce advanced analytics and tagging methodologies to classify cases by intent, severity, and business impact, enabling proactive interventions rather than reactive support
• Hold full accountability for data accuracy, reporting quality, and insight relevance, ensuring customer care is treated as a strategic intelligence function, not a reactive service desk
• Establish a robust CX data architecture across all care tools including Zendesk, Exacall, CRM, and any telephony or chat systems, ensuring accurate, consistent, and automated data capture

Qualifications

• Bachelor's degree in Business, Communications, or a related field (MBA preferred)
• 10+ years of experience in customer experience, service operations, or digital support leadership, preferably in e-commerce, ticketing, travel, or super-app environments
• Proven record of building and scaling multi-market care operations
• Strong understanding of CRM tools, AI chat systems, and customer data analytics
• Exceptional communication and people-leadership skills
• Fluency in English required; Arabic and/or French is a plus
• Passion for entertainment, travel, and creating memorable experiences