Overview
Director – CX & Satisfaction – Asset Management – 50011393CM Jobs in Riyadh, Riyadh, Saudi Arabia at Qiddiya | القدية
Title: Director – CX & Satisfaction – Asset Management – 50011393CM
Company: Qiddiya | القدية
Location: Riyadh, Riyadh, Saudi Arabia
ROLE PURPOSE
Embed an operational CX lens across QIC’s core assets and own B2C sales performance at asset level, ensuring customer experience standards, guest feedback, and revenue-generating touchpoints are translated into day-to-day operations.
What The Role Entails
- Provide operational input into CX strategy, customer journey design, and CX programs across core assets
- Translate CX objectives and standards into operational requirements, guidelines, and initiatives for asset operating teams
- Own B2C sales performance across asset touchpoints — ticketing, upsell and cross-sell, in-asset conversion, and digital sales channels
- Lead implementation of CX programs and projects across core assets and on-ground operations
- Oversee CX and sales-behaviour training for asset frontline teams to ensure consistent service delivery
- Capture and analyze customer feedback across surveys, digital channels, and frontline touchpoints
- Monitor CX and B2C sales performance through reporting, site visits, and quality assurance activities
- Coordinate resolution of asset-related customer inquiries, complaints, and service issues
- Identify recurring CX gaps and lead operational improvement plans to enhance customer satisfaction and conversion
Requirements
- Experience in customer experience, service excellence, or customer satisfaction management within attractions, entertainment, or hospitality assets
- Proven B2C sales or commercial experience — ticketing, memberships, upsell, or in-venue revenue
- Strong understanding of customer journey design, CX standards, service quality, and frontline service delivery
- Ability to translate CX strategies and sales targets into operational requirements across assets
- Experience in customer feedback analysis, reporting, performance monitoring, and quality assurance
- Clear communication and training coordination skills
- Strong stakeholder management skills — coordinating between QIC, asset operators, and commercial teams
- Strong problem-solving skills
