Global Head of End-User Experience & Care

webook.com; Riyadh; On-site; SAR 350,000 - 600,000; Full time

Job summary

webook.com, Saudi Arabia's leading event ticketing and experience platform, seeks a Director of End-User Experience & Care to design and drive a world-class care ecosystem. You will oversee global customer care, guide cross-functional teams, and implement scalable CX systems spanning web, app, and event-day experiences.

The role focuses on transforming every customer interaction into trust, retention, and advocacy, with a mandate to elevate CSAT, NPS, and lifetime value through data-driven

Qualifications

• 10+ years of experience in customer experience or care leadership.
• Bachelor's degree required; MBA preferred.
• Fluency in English; Arabic and/or French a plus.

Responsibilities

• Design and execute a global end-user care strategy.
• Lead 24/7 care operations and multi-market teams.
• Implement CRM and CX platforms (Zendesk, Salesforce Service Cloud).
• Establish care KPIs like CSAT, NPS, FCR, and response time.
• Partner with Product, Design, Marketing to improve journeys.
• Own CX data architecture and leadership dashboards.
• Recruit and mentor a global care leadership team.

Skills

Customer experience

Leadership

CRM tools

AI chat systems

Data analytics

English fluency

Strategic thinking

Education

Bachelor's degree in Business, Communications, or a related field

MBA preferred

Tools

Zendesk

Salesforce Service Cloud

Exacall

Job description

webook.com, Saudi Arabia's leading event ticketing and experience platform, seeks a Director of End-User Experience & Care to design and drive a world-class care ecosystem. You will oversee global customer care, guide cross-functional teams, and implement scalable CX systems spanning web, app, and event-day experiences.

The role focuses on transforming every customer interaction into trust, retention, and advocacy, with a mandate to elevate CSAT, NPS, and lifetime value through data-driven