The posting
Do you want to love what you do at work? Do you want to make a difference, an impact, and transform peoples lives? Do you want to work with a team that believes in disrupting the normal, boring, and average?
If yes, then this is the job you are looking for , webook.com is Saudi’s #1 event ticketing and experience booking platform in terms of technology, features, agility, revenue serving some of the largest mega events in the Kingdom surpassing over 2 billion in sales.
The Director of End-User Experience & Care is responsible for designing and executing a comprehensive customer care strategy that drives satisfaction, loyalty, and advocacy across all user touchpoints. This leader will oversee the customer service function globally, build and manage a high-performing multi-market care team, and implement scalable systems that ensure seamless end-to-end experiences for every user interacting with webook.com — from booking to event day and beyond.
This is not a traditional “support” role. It’s about building a world-class care ecosystem that turns every customer interaction into an opportunity to strengthen the brand and grow lifetime value.
Key Responsibilities:
- Develop and execute a global end-user care strategy that aligns with webook.com’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 accounts for regional differences (language, culture, event type, payment behavior).
- Collaborate with marketing, operations, and tech to design consistent customer journeys across web, app, and offline experiences.
- Oversee daily operations of customer care teams (in-house and outsourced), ensuring 24/7 coverage where needed.
- Lead the implementation of CRM and CX management platforms (e.g., Zendesk, Freshdesk, or Salesforce Service Cloud).
- Define and document SOPs, SLAs, and escalation flows across all care channels (chat, email, social, call center, and on-ground event support).
- Ensure all communication — automated or human — reflects webook.com’s tone of voice and values.
- Partner with Product, Design, and Marketing to analyze friction points across the user journey and implement improvements.
- Use data analytics and customer feedback loops to influence product and policy decisions.
- Design and oversee proactive support systems (FAQs, help centers, chatbots, AI assistants) that empower users to self-serve effectively.
- Introduce VOC (Voice of Customer) programs to continuously gather and act on insights.
- Recruit, train, and mentor a global customer care leadership team.
- Build a service culture that celebrates empathy, problem-solving, and accountability.
- Design quarterly CX training programs for all front-facing departments.
- Promote a “care is marketing” philosophy — transforming every service interaction into a retention and upselling opportunity.
- Establish dashboards to track CX metrics and trends across markets.
- Report regularly to the COO and C-suite on insights, patterns, and actionable improvements.
- Own the customer care budget and resource allocation strategy.
- Collaborate with finance and product teams to quantify the ROI of customer satisfaction and retention initiatives.
- Own the restructuring and modernization of 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 Zendesk, Exacall, CRM, and any telephony or 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, fraud patterns, 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, Tech, 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 rather than reactive support.
- Hold full accountability for data accuracy, reporting quality, and insight relevance, ensuring customer care is treated as a strategic intelligence function, not a reactive service desk.
Requirements
- Bachelor’s degree in Business, Communications, or a related field (MBA preferred).
- 10+ years of experience in customer experience, service operations, or digital support leadership, preferably in e-commerce, ticketing, travel, or super-app environments.
- Proven 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.
- Fluency in English required; Arabic and/or French is a plus.
- Passion for entertainment, travel, and creating memorable experiences.
