Visitor Experience Manager

Riyadh Holding; Riyadh; On-site; SAR 180,000 - 240,000; Full time

Job summary

Riyadh Holding Company seeks an experienced Visitor Experience Manager for King Abdullah Gardens to oversee end-to-end visitor journeys, products, activations and service standards. You will coordinate across internal teams, operators and partners to identify needs, close gaps and deliver a seamless, engaging destination experience.

The role requires a Bachelor's degree in a related field and 5+ years in tourism/destination management or related areas.

Qualifications

• Bachelor's degree in Tourism, Destination Management or related field.
• 5+ years of experience in tourism/destination management, visitor experience, destination activation, or related fields.

Responsibilities

• Lead the design and continuous improvement of the end-to-end visitor journey from pre-arrival planning to on-site experience and departure.
• Identify visitor needs, pain points and improvement opportunities across destination touchpoints.
• Develop and enhance visitor-facing products, services and experiences aligned with target segments and commercial objectives.
• Integrate destination products, programs and activations into a coherent visitor journey.
• Review initiatives from a visitor-experience perspective and recommend adjustments to content, sequencing, access and delivery.
• Lead the development of integrated experiences to strengthen engagement, dwell time, satisfaction, conversion and repeat visitation.
• Coordinate visitor-experience priorities across internal teams, operators, partners and stakeholders.
• Build and manage partnerships that enhance visitor services and the overall destination experience.
• Translate insights from visitor research into prioritized journey and product improvements.
• Track KPIs such as satisfaction, NPS, complaints, engagement and repeat visitation.
• Define and improve visitor service standards and readiness ahead of openings and peak periods.

Education

Bachelor's degree in Tourism, Destination Management, Hospitality Management, Business Administration, Product Development, Event Management or a related field

Job description

Riyadh Holding Company is a leading Saudi company with over four decades of experience in designing, developing, and operating integrated, sustainable urban ecosystems. The company delivers innovative real estate solutions for public-benefit projects across the Riyadh region, creating long-term value for communities and stakeholders.

Driven by a commitment to enhancing quality of life and enabling thriving cities, Riyadh Holding focuses on service-oriented developments, the activation of public spaces and parks, and the advancement of logistics and mobility solutions, contributing to sustainable urban growth and the objectives of Saudi Vision 2030.

We are currently seeking an experienced Visitor Experience Manager to joining King Abdullah Gardens. Supports the development and continuous improvement of the end-to-end visitor experience across King Abdullah Gardens, connecting visitor journey design, destination products, activations, service standards and visitor insights. The role coordinates across internal teams, operators and partners to identify visitor needs, address experience gaps and ensure that programs and services contribute to a seamless, engaging and memorable destination experience.

1. Key Responsibilities

• Visitor Journey & Experience Development, Lead the design, management and continuous improvement of the end-to-end visitor journey, from pre-arrival planning and arrival through the on-site experience and departure.
• Identify visitor needs, pain points, experience gaps and improvement opportunities across all destination touchpoints.
• Develop and enhance visitor-facing products, services and experiences aligned with target segments, destination positioning and commercial objectives.
• Visitor Experience & Activation Integration Integrate destination products, programs, events and activations into a coherent visitor journey that responds to identified visitor needs.
• Review proposed initiatives from a visitor-experience perspective and recommend adjustments to content, sequencing, access, services and delivery.
• Lead the development of integrated experiences that strengthen engagement, dwell time, satisfaction, conversion and repeat visitation.
• Stakeholder & Partner Coordination, coordinate visitor-experience priorities, requirements and dependencies across internal departments, other operators, partners and relevant public- and private-sector stakeholders.
• Build and manage partnerships and cross-functional initiatives that enhance visitor services, destination products and the overall destination experience.
• Monitor partner delivery against agreed visitor-experience requirements.
• Visitor Insights & Continuous Improvement plan and oversee visitor research, surveys, feedback mechanisms and behavioral analysis to generate actionable insights on visitor profiles, needs and expectations.
• Translate visitor insights, feedback and operational observations into prioritized recommendations for journey, product, service and activation improvements.
• Track visitor experiences KPIs including satisfaction, NPS, complaints, engagement and repeat visitation.
• Service Standards & Destination Readiness define, implement and continuously improve visitor service and experience standards across the destination.
• Lead destination readiness assessments ahead of openings, major programs and peak periods, covering facilities, services, information, accessibility, operations and partner preparedness.
• Coordinate closure of destination-readiness and visitor-experience gaps with accountable internal teams, operators and partners, tracking actions through completion.

2. Qualifications & Experience:

• Education: Bachelor's degree in Tourism, Destination Management, Hospitality Management, Business Administration, Product Development, Event Management or a related field.
• Experience: +5 years of relevant experience in tourism, destination management, visitor experience, destination activation, tourism product development, events, hospitality or related fields. Experience should demonstrate responsibility for end-to-end visitor journeys, cross-functional delivery, stakeholder coordination and data-informed experience improvement.