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
Qiddiya Investment Company (QIC), a Public Investment Fund (PIF) company, is shaping one of the most transformative visions of Saudi Arabia’s future. By harnessing the Power of Play, we are unlocking new economic opportunities, elevating quality of life, and contributing to the ambitions of Saudi Vision 2030.
As a company behind flagship projects such as Qiddiya City and Saudi Entertainment Ventures (SEVEN), QIC is creating destinations and ecosystems where people can live, play, stay, work, and invest.
At QIC, we believe play can move society forward, opening up new opportunities and bringing joy. Our commitment to play is evident in everything we do, aiming to transform lives through play, and creating extraordinary and fulfilling experiences. We develop integrated ecosystems that allow you to play, live, stay, invest, or work, with play as a catalyst for learning, creativity, performance, connection, escapism, and personal growth.
