Head of Guest Experience & Service Excellence

Aramco Stadium; Al Khobar; On-site; SAR 120,000 - 240,000; Full time

Job summary

Aramco Stadium is seeking a senior Guest Experience leader to own and elevate the end-to-end guest journey across General Admission, Premium Hospitality, VIP, and VVIP segments. You will drive guest satisfaction, set service standards and collaborate across departments to deliver an exceptional event experience.

The role requires transforming guest feedback into actionable improvements, managing complaints, and ensuring seamless operations on event days with a focus on safety, welcome, and

Responsibilities

• Lead the stadium Guest Experience Strategy across all events.
• Own and continually enhance guest journey mapping across every touchpoint.
• Own the stadium-wide guest feedback programme and dashboards.
• Lead the Complaint Management and Service Recovery Framework.
• Oversee Event Day Operations and guest services staffing.
• Drive cross-functional collaboration across Venue Operations, Security, Stewarding, Ticketing, Hospitality, F&B and Marketing.

Job description

Aramco Stadium is seeking a senior Guest Experience leader to own and elevate the end-to-end guest journey across General Admission, Premium Hospitality, VIP, and VVIP segments. You will drive guest satisfaction, set service standards and collaborate across departments to deliver an exceptional event experience.

The role requires transforming guest feedback into actionable improvements, managing complaints, and ensuring seamless operations on event days with a focus on safety, welcome, and