Director of End User Experience & Care📣 Job Ad

About Webook and the Role

Webook (******** is Saudi’s leading event ticketing and experience booking platform, recognized for its technology, features, and revenue, serving major events across the Kingdom. We are seeking a Director of End-User Experience & Care to join our team in Riyadh Province. This full-time role is central to designing and executing a comprehensive customer care strategy that enhances user satisfaction, loyalty, and advocacy across all touchpoints. This position focuses on building a world-class care ecosystem that strengthens the brand and grows lifetime value, moving beyond traditional support functions.

Key Responsibilities

• Develop and execute a global end-user care strategy aligned with Webook’s vision and customer promise.
• Establish measurable care KPIs, including CSAT, NPS, first-contact resolution, and response time.
• Build a multi-market care framework that addresses regional differences in language, culture, event type, and payment behavior.
• Collaborate with marketing, operations, and technology teams to design consistent customer journeys across web, app, and offline experiences.
• Oversee daily operations of customer care teams, both in-house and outsourced, ensuring 24/7 coverage where necessary.
• Lead the implementation of CRM and CX management platforms such as Zendesk, Freshdesk, or Salesforce Service Cloud.
• Define and document Standard Operating Procedures (SOPs), Service Level Agreements (SLAs), and escalation flows across all care channels, including chat, email, social media, call centers, and on-ground event support.
• Ensure all communication, whether automated or human, reflects Webook’s established tone of voice and values.
• Partner with Product, Design, and Marketing to analyze friction points within the user journey and implement continuous improvements.
• Design and oversee proactive support systems, including FAQs, help centers, chatbots, and AI assistants, to empower users for effective self-service.
• Introduce Voice of Customer (VOC) programs to continuously gather insights and drive actionable improvements.
• Own the customer care budget and resource allocation strategy, collaborating with finance and product teams to quantify the ROI of customer satisfaction and retention initiatives.

Strategic Data and Intelligence

• Modernize the customer care infrastructure to transform customer interactions into a reliable, decision-grade intelligence engine for leadership.
• Establish a robust CX data architecture across all care tools, including CRM, telephony, and chat systems, ensuring accurate, consistent, and automated data capture.
• Design and enforce standardized reporting frameworks covering case volumes, resolution drivers, escalation patterns, agent productivity, backlog health, and recurring customer pain points across markets.
• Build executive-level dashboards that translate raw care data into clear insights for leadership, highlighting systemic issues, product gaps, operational bottlenecks, and experience risks.
• Ensure leadership has real-time and periodic visibility into customer sentiment trends, incident root causes, and operational performance without dependency on manual reporting.
• Partner with Product, Technology, Marketing, and Operations to ensure customer care data directly informs roadmap prioritization, policy changes, and experience improvements.
• Introduce advanced analytics and tagging methodologies to classify cases by intent, severity, and business impact, enabling proactive interventions.
• Hold full accountability for data accuracy, reporting quality, and insight relevance, positioning customer care as a strategic intelligence function.

Team Leadership and Culture

• Recruit, train, and mentor a global customer care leadership team.
• Build a service culture that emphasizes empathy, problem-solving, and accountability.
• Design quarterly CX training programs for all front-facing departments.
• Promote a "care is marketing" philosophy, transforming service interactions into retention and upselling opportunities.
• Report regularly to the COO and C-suite on insights, patterns, and actionable improvements.

Qualifications and Experience

• Bachelor’s degree in Business, Communications, or a related field; an MBA is preferred.
• A minimum of 10 years of experience in customer experience, service operations, or digital support leadership.
• Prior experience in e-commerce, ticketing, travel, or super-app environments is preferred.
• Proven track record of building and scaling multi-market care operations.
• Strong understanding of CRM tools, AI chat systems, and customer data analytics.
• Exceptional communication and people-leadership skills.
• Demonstrated interest in the entertainment, travel, and events sectors, with a focus on enhancing user experiences.

Application Process

Candidates meeting the above qualifications are encouraged to apply for this full-time position.