From Land to Sea – Active Experiences in Nature’s Purest Form

Red Sea Sports & Entertainment (RSSE) is a subsidiary of Red Sea Global (RSG) and focuses on delivering land and marine experiences at The Red Sea destination. RSSE is responsible for managing and operating various sports and recreational activities at The Red Sea, including water sports (Galaxea), adventure sports (Akun), and general recreation (WAMA).

RSSE plays a central role in the partnership between Red Sea Global and the Saudi Olympic & Paralympic Committee, aiming to create more inclusive and accessible sports and recreation experiences.

We are purpose-driven and committed to people and planet. Our transformative programs are a driving force to achieving Vision 2030, as well as leading the world towards regenerative tourism.

Red Sea Sports & Entertainment – Where Nature Meets Elevated Adventure!

Job Purpose:

• The Experience Development Manager is responsible for leading the creation and refinement of innovative, customer-focused experiences that align with organizational goals.
• This role involves managing the end-to-end process of experience design, from conceptualization to execution, while collaborating with cross-functional teams to ensure high-quality, engaging offerings.
• The manager oversees the development and implementation of new experiences, optimizes existing ones, and ensures they are consistently aligned with customer expectations and business objectives, driving both guest satisfaction and company growth.

Job Responsibilities:

• Lead the design, development, and enhancement of customer-focused experiences across various platforms and touchpoints.
• Collaborate with cross-functional teams (marketing, operations, product, and design) to create innovative and cohesive experiences that align with brand goals and customer needs.
• Oversee the project lifecycle from concept through to execution, ensuring timelines, budgets, and quality standards are met.
• Conduct market research and analyze customer feedback to identify opportunities for new experiences or improvements to existing ones.
• Develop and implement strategies for optimizing guest engagement and satisfaction throughout the experience.
• Manage the coordination and allocation of resources, including personnel, technology, and materials, to ensure smooth operations.
• Monitor and evaluate the performance of experiences, using data and feedback to make informed adjustments and improvements.
• Foster a culture of creativity, collaboration, and innovation within the experience development team.
• Provide leadership, mentorship, and guidance to junior team members, ensuring a high level of performance and professional growth.
• Ensure all experiences comply with relevant safety, regulatory, and quality standards.
• Report on progress, results, and insights to senior leadership, recommending strategies for continuous improvement.

Policies, Systems, Processes, Procedures, Standards and Reports

• Follow all relevant functional policies, processes, standard operating procedures, and instructions to ensure that work is carried out in a controlled and consistent manner.
• Assist in the preparation of accurate and timely functional statements and reports to meet corporate and functional requirements, policies, and standards.

Safety, Quality & Environment

• Apply safety, quality and environmental management policies, procedures, and controls to ensure employee safety, legislative compliance, delivery of high-quality products/service and a responsible environmental attitude.

Continuous Improvement

• Contribute to the identification of opportunities for continuous improvement of department’s systems, processes and practices considering ‘international best practice’, improvement of business processes, cost reduction and productivity improvement.

Job Requirements:

Qualifications & Experience:

• Bachelor’s Degree in a relevant field such as Business Administration, Hospitality Management, Marketing, or a related discipline
• Attended courses or training in experience design, project management, or related areas may be advantageous.
• Strong understanding of customer experience principles and strategies.
• Proficiency in project management tools and software (e.g., Microsoft Project, Asana, Trello). Excellent communication skills, both verbal and written, to interact effectively with internal teams and external stakeholders.
• 3-5 years of experience in experience development, product development, or a related field, with a proven track record of successfully launching and managing customer-centric experiences.
• Leadership experience, including managing cross-functional teams or supervising staff, is highly preferred.
• Experience in strategic planning and project management, with the ability to oversee multiple projects simultaneously and meet deadlines.
• Experience in customer-focused industries such as hospitality, tourism, retail, or entertainment, where creating exceptional experiences is key.
• Data-driven decision-making experience, using customer feedback, market analysis, and performance metrics to drive improvements.
• Creative problem-solving skills, with the ability to innovate and adapt to changing customer needs and market trends.

Skills:

• Ability to manage multiple projects simultaneously, ensuring deadlines, budgets, and quality standards are met.
• Strong organizational skills and attention to detail in handling complex tasks.
• A deep understanding of customer needs and expectations, with a focus on designing experiences that delight and engage.
• Ability to analyze customer feedback and data to continuously improve offerings.
• Strong ability to think creatively and strategically to solve challenges and improve experiences. Innovation in developing new concepts and improving existing experiences.
• Excellent interpersonal and team-building skills to lead cross-functional teams and collaborate with diverse stakeholders.
• Ability to inspire and guide team members, fostering a positive and productive work environment.
• Clear and effective communication, both written and verbal, for presenting ideas, providing updates, and coordinating with stakeholders.
• Ability to convey complex concepts in an easily understandable manner.
• Ability to analyze data, customer insights, and performance metrics to inform decisions and drive improvements.
• Strong understanding of performance indicators and the ability to track and measure success. Ability to see the big picture and align experience development with the company’s overall goals and strategy.
• Proactive in identifying opportunities for innovation and growth.
• Flexibility to adapt to changing business environments, customer needs, and market trends. Ability to pivot and adjust strategies based on evolving conditions.
• Ensuring that all aspects of the experience are meticulously planned and executed to a high standard.
• Maintaining consistency and quality across all experience touchpoints.
• Familiarity with experience development software and project management tools (e.g., Microsoft Project).
• Knowledge of digital platforms, customer engagement technologies, and design principles.

Job Context:

Work Environment:

• The Experience Development Manager operates in a dynamic, fast-paced environment where creativity, problem-solving, and cross-department collaboration are essential. The role may involve working in both office settings for planning and strategy, as well as onsite visits to evaluate and enhance customer experiences.

Collaboration and Stakeholders:

• The role requires frequent interaction with various internal teams, including marketing, operations, product, and design, as well as external partners and vendors. Strong communication and coordination are necessary to ensure the seamless execution of experiences across different touchpoints.

Business Impact:

• The role is directly tied to the success of the business, as the manager’s work impacts customer satisfaction, brand reputation, and revenue. The manager is expected to develop innovative experiences that drive customer engagement and loyalty while aligning with company goals and objectives.

Autonomy and Responsibility:

• The Experience Development Manager holds significant responsibility for leading projects and managing teams. They have a degree of autonomy in decision-making but are also accountable for delivering results within timelines and budget constraints.

Challenges and Pressure:

• The role comes with the challenge of balancing creative ideation with practical constraints such as budgets, timelines, and operational limitations. The manager must also be responsive to changing customer expectations and market trends, requiring agility and forward-thinking strategies.

Customer Focus:

• The ultimate goal of the role is to ensure that every experience developed is memorable, engaging, and adds value to the customer journey. Success in this role is measured by customer satisfaction, feedback, and the overall impact on the brand’s reputation and growth.

Growth Opportunities:

• There is potential for professional growth within the organization, as the Experience Development Manager may have the opportunity to lead larger projects, manage bigger teams, or contribute to strategic decisions at higher organizational levels.