Manager - Experience System

Qiddiya Investment Company; Riyadh; On-site; SAR 224,000 - 282,000; Full time

Job summary

A leading entertainment organization in Riyadh seeks an Experience System professional to enhance guest engagement and satisfaction. The role involves managing experience systems, collaborating with teams, and analyzing customer feedback. The ideal candidate has a degree in a related field and over 5 years of experience in the hospitality-related industry. A comprehensive benefits package is offered.

Benefits

Comprehensive benefits package

Qualifications

• 5+ years of experience in experience management or customer experience.
• Proficient understanding of experience management systems.
• Strong analytical skills and experience using data to drive decision-making.

Responsibilities

• Manage the development and execution of experience systems.
• Collaborate with teams to integrate technology solutions.
• Conduct research to identify trends and feedback from guests.
• Oversee implementation of customer feedback mechanisms.
• Develop training materials for staff.
• Monitor performance of experience systems for improvements.
• Act as a liaison between IT, operations, and customer service.
• Stay updated on industry trends and technologies.

Skills

Experience management

Customer journey mapping

Analytical skills

Education

Bachelor's degree in Business Administration, Information Technology, or Hospitality Management

Master’s degree

Tools

CRM tools

Job description

As a Experience System at Qiddiya Investment Company, you will play a pivotal role in shaping the guest experience across our diverse offerings. You will be tasked with the design, implementation, and management of experience systems and solutions that enhance visitor engagement and streamline operations. This role requires a blend of strategic vision and hands-on execution to ensure that our innovative approaches meet the needs of our guests while contributing to the overall success of Qiddiya’s transformative project.

Key Responsibilities

• Manage the development and execution of experience systems that enhance guest engagement and satisfaction.
• Collaborate with cross-functional teams to integrate technology solutions that streamline the customer journey.
• Conduct research and analysis to identify trends, preferences, and feedback from guests to optimize experience systems.
• Oversee the implementation of customer feedback mechanisms and ensure insights are acted upon effectively.
• Develop training materials and conduct sessions for staff to leverage experience systems and enhance guest interactions.
• Monitor and evaluate the performance of experience systems and make recommendations for continuous improvement.
• Act as a liaison between IT, operations, and customer service teams to ensure alignment in enhancing guest experiences.
• Stay up to date on industry trends and emerging technologies to propose innovative solutions.

• Bachelor's degree in Business Administration, Information Technology, Hospitality Management, or a related field; a Master’s degree is a plus.
• 5+ years of experience in experience management, customer experience, or related roles within the hospitality or entertainment industry.
• Proficient understanding of experience management systems, CRM tools, and customer journey mapping.
• Strong analytical skills and experience using data to drive decision-making.

Comprehensive benefits package