Director CX & Satisfaction Asset Management CM📣 Job Ad

About the Role

Qiddiya is seeking a Director CX & Satisfaction Asset Management CM to join its team in Riyadh. This full-time position requires over 10 years of professional experience. The role is central to embedding an operational customer experience (CX) lens across QIC's core assets and overseeing B2C sales performance at the asset level. It ensures that customer experience standards, guest feedback, and revenue-generating touchpoints are effectively translated into daily operations.

Role Purpose and Context

The Director CX & Satisfaction Asset Management CM provides essential operational input into CX strategy, customer journey design, and CX programs across Qiddiya's core assets. A primary responsibility is to translate overarching CX objectives and standards into practical operational requirements, clear guidelines, and actionable initiatives for the asset operating teams, ensuring consistent service delivery and customer satisfaction.

Key Responsibilities

• Provide operational input into CX strategy, customer journey design, and CX programs across core assets.
• Translate CX objectives and standards into operational requirements, guidelines, and initiatives for asset operating teams.
• Own B2C sales performance across all asset touchpoints, including ticketing, upsell and cross-sell, in-asset conversion, and digital sales channels.
• Lead the implementation of CX programs and projects across core assets and on-ground operations.
• Oversee CX and sales-behavior training for asset frontline teams to ensure consistent service delivery.
• Capture and analyze customer feedback across surveys, digital channels, and frontline touchpoints.
• Monitor CX and B2C sales performance through reporting, site visits, and quality assurance activities.
• Coordinate the resolution of asset-related customer inquiries, complaints, and service issues.
• Identify recurring CX gaps and lead operational improvement plans to enhance customer satisfaction and conversion.

Candidate Requirements

• Over 10 years of experience in customer experience, service excellence, or customer satisfaction management within attractions, entertainment, or hospitality assets.
• Proven B2C sales or commercial experience, including ticketing, memberships, upsell, or in-venue revenue generation.
• Strong understanding of customer journey design, CX standards, service quality, and frontline service delivery principles.
• Ability to translate CX strategies and sales targets into operational requirements across diverse assets.
• Experience in customer feedback analysis, reporting, performance monitoring, and quality assurance processes.

Required Skills

• Clear communication and training coordination skills.
• Strong stakeholder management skills, with the ability to coordinate effectively between QIC, asset operators, and commercial teams.
• Strong problem-solving skills to address operational challenges and improve customer satisfaction.

Work Environment

This is a full-time position based in Riyadh, Saudi Arabia, within a dynamic environment focused on delivering exceptional customer experiences across Qiddiya's assets.