Global CX & End-User Experience Director

WEbook, Inc.; Riyadh; On-site; SAR 187,000 - 300,000; Full time

Job summary

A leading ticketing platform is seeking a Director of End-User Experience & Care to design and implement a comprehensive customer care strategy. This role requires over 10 years of experience in customer service leadership, emphasizing building scalable multi-market care operations and utilizing data analytics to enhance customer interactions. The position also demands strong communication skills and fluency in English, with additional language skills as a plus.

Qualifications

• 10+ years of experience in customer experience, service operations, or digital support leadership.
• Strong record in building and scaling multi-market care operations.
• Fluency in English required; Arabic and/or French is a plus.

Responsibilities

• Develop and execute a global end-user care strategy.
• Establish measurable care KPIs including CSAT and NPS.
• Oversee daily operations of customer care teams.

Skills

Customer experience

Leadership

Data analytics

Communication

Service operations

Education

Bachelor's degree in Business or related field

MBA

Tools

CRM tools

Zendesk

Salesforce Service Cloud

Job description

A leading ticketing platform is seeking a Director of End-User Experience & Care to design and implement a comprehensive customer care strategy. This role requires over 10 years of experience in customer service leadership, emphasizing building scalable multi-market care operations and utilizing data analytics to enhance customer interactions. The position also demands strong communication skills and fluency in English, with additional language skills as a plus.