Director of End-User Experience & Care

Responsibilities

• Develop and execute a global end-user care strategy aligned with company vision
• Establish measurable KPIs including CSAT, NPS, and first-contact resolution
• Build and manage a multi-market care framework accounting for regional differences
• Oversee daily operations of in-house and outsourced customer care teams
• Lead implementation of CRM and CX management platforms like Zendesk or Salesforce
• Define SOPs, SLAs, and escalation flows across all care channels
• Partner with Product, Design, and Marketing to analyze and reduce user journey friction
• Design proactive support systems including FAQs, help centers, and AI assistants
• Recruit, train, and mentor a global customer care leadership team
• Own the customer care budget and resource allocation strategy
• Modernize customer care infrastructure to transform interactions into strategic intelligence
• Establish robust CX data architecture and executive-level dashboards

Requirements

• Bachelor’s degree in Business, Communications, or a related field
• 10+ years of experience in customer experience or service operations leadership
• Experience 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
• Fluency in English; Arabic and/or French is a plus

About the Company

webook.com is Saudi’s #1 event ticketing and experience booking platform, serving some of the largest mega events in the Kingdom with over 2 billion in sales.