Director of End-User Experience & Care

Role Overview

Director of End-User Experience & Care at webook.com, Saudi Arabia's #1 event ticketing and experience booking platform by technology, features, and agility. The company serves mega events across the Kingdom and has surpassed 2 billion in sales.

Role Purpose

Design and execute a comprehensive global customer care strategy that drives satisfaction, loyalty, and advocacy across all user touchpoints. Build a high-performing multi-market care team and implement scalable systems that ensure seamless end-to-end experiences for every user from booking through event day and beyond. Transform every customer interaction into an opportunity to strengthen the brand and grow lifetime value.

Key Responsibilities

Strategy & Planning

• Develop and execute a global end-user care strategy aligned 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 in language, culture, event type, and payment behavior.
• Design and oversee proactive support systems including FAQs, help centers, chatbots, and AI assistants that empower users to self-serve.
• Own the restructuring and modernization of customer care infrastructure to transform interactions into a reliable, decision-grade intelligence engine for leadership.

Operations & Execution

• Oversee daily operations of customer care teams, both in-house and outsourced, ensuring 24/7 coverage where needed.
• Lead implementation of CRM and CX management platforms including 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.

Data & Analytics

• Establish a robust CX data architecture across all care tools including Zendesk, Exacall, CRM, and 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.
• Establish dashboards to track CX metrics and trends across markets.
• 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, ensuring customer care is treated as a strategic intelligence function.

Insights & Continuous Improvement

• Introduce VOC (Voice of Customer) programs to continuously gather and act on insights.
• 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.
• Partner with Product, Tech, Marketing, and Operations to ensure customer care data directly informs roadmap prioritization, policy changes, and experience improvements.

Leadership & Culture

• 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.

Stakeholder Management & Reporting

• Collaborate with marketing, operations, and tech to design consistent customer journeys across web, app, and offline experiences.
• 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.

Qualifications & Experience

• 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.

Skills & Competencies

• 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.