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