Global Director of End-User Experience & Care

WEbook, Inc.; Riyadh; On-site; SAR 337,457 - 487,438; Full time

Job summary

A leading ticketing platform in Saudi Arabia seeks a Director of End-User Experience & Care to design and execute a comprehensive customer care strategy. This role focuses on satisfaction, loyalty, and advocacy, overseeing customer service globally while building a high-performing team. Responsibilities include developing care KPIs, launching support systems, and ensuring seamless user experiences. Candidates should have over 10 years of experience in customer service and leadership, with a strong focus on analytics and collaboration. Fluency in English is required, Arabic or French is a plus.

Qualifications

• 10+ years of experience in customer experience or digital support leadership.
• Proven record of building multi-market care operations.
• Passion for entertainment and creating memorable customer experiences.

Responsibilities

• Develop and execute a global end-user care strategy.
• Establish measurable care KPIs.
• Oversee daily operations of customer care teams.
• Collaborate with marketing, operations, and tech to design customer journeys.

Skills

Customer experience leadership

Data analytics

Fluency in English

Collaboration with teams

Communication skills

Education

Bachelor’s degree in Business or Communications

MBA preferred

Tools

CRM tools

AI chat systems

Customer data analytics

Job description

A leading ticketing platform in Saudi Arabia seeks a Director of End-User Experience & Care to design and execute a comprehensive customer care strategy. This role focuses on satisfaction, loyalty, and advocacy, overseeing customer service globally while building a high-performing team. Responsibilities include developing care KPIs, launching support systems, and ensuring seamless user experiences. Candidates should have over 10 years of experience in customer service and leadership, with a strong focus on analytics and collaboration. Fluency in English is required, Arabic or French is a plus.