Job Purpose
Support the development, integration and operational enablement of the Visitor Experience Strategy across strategic planning, CRM workflows, customer journey development, benchmarking initiatives and operational readiness activities. The role supports cross-functional coordination, insight-led planning and the translation of strategic objectives into operational frameworks, service standards and delivery requirements aligned to Soudah Peaks ultra-luxury positioning and visitor expectations.
Key Accountabilities
Generic Accountabilities:
- Strategy: Contribute to the performance of the department and achieve departmental and corporate KPIs.
- Culture: Adhere to SD's culture within the function, ensuring effective communication and alignment with organizational values.
- Continuous Improvement: Develop the necessary skills and attributes and contribute to the identification of opportunities for continuous improvement associated with the department's responsibilities.
Job-Specific Accountabilities:
Strategy & Integration
- Support the development and coordination of the Visitor Experience Strategy, collaborating with internal and external stakeholders.
- Consolidate strategic inputs, benchmarking findings and operational requirements into structured recommendations, action plans and executive-ready materials.
- Lead the coordination and follow-through of working groups, stakeholder meetings, actions and progress tracking across visitor experience initiatives.
- Support the translation of visitor experience strategy into operational frameworks, service standards, customer journey touchpoints and delivery requirements.
- Identify operational gaps, integration risks and dependency requirements across visitor experience initiatives, supporting mitigation planning and cross-functional alignment.
CRM, Customer Journey & Systems Enablement
- Demonstrate practical and technical experience working with CRM systems, workflow processes and customer journey mapping activities, including platforms such as Salesforce, HubSpot or similar customer relationship management systems.
- Support the development of CRM requirements, workflow logic, automation planning and operational process frameworks aligned to visitor experience, sales and broader commercial objectives.
- Lead the documentation and coordination of end-to-end client journeys, operational processes and personalization opportunities aligned to luxury client expectations.
- Coordinate with internal technology teams, vendors and consultants to support CRM integration and operational alignment.
Benchmarking, Data Insights & Strategic Planning
- Lead and coordinate benchmark initiatives, consolidating visitor, operational and benchmarking insights, industry best practices and strategic observations relevant to luxury destinations and visitor experience delivery to support planning and decision making.
- Consolidate and analyze raw visitor, operational and benchmarking data to identify trends, inconsistencies, risks and improvement opportunities, supporting the development of structured action plans, operational recommendations and executive reporting materials.
Operational Readiness, Governance & Delivery
- Lead and support operational readiness and visitor experience delivery activities through the coordination of service standards, operational procedures, frontline delivery requirements, governance reporting, project tracking and cross-functional readiness planning to support operational consistency, service quality and launch readiness.
Job Requirements
Minimum Qualification:
- Bachelor's degree in Tourism, Hospitality, Business Administration, Marketing, Project Management, Information Systems or a related discipline.
- Master's degree in a related field from a recognized and accredited university is preferred.
- Excellent verbal and written communication skills in Arabic and English are required.
Experience:
- 4-7 years of experience supporting visitor experience strategy, customer journey planning, CRM integration or operational planning and readiness within complex environments.
- Strong capability in customer experience management, CRM systems, stakeholder coordination, and relationship-driven service delivery within fast-paced, high-profile, and luxury customer environments.
- Experience working with governing bodies, giga-projects or public/government entities within KSA preferred.
