Senior Director - Sports Customer Experience & Commercial Strategy (SPA180)

The Senior Director - Sports Customer Experience & Commercial Strategy at Qiddiya Investment Company will be a key leader in delivering a world-class sporting experience. This role combines strategic oversight of customer engagement in sports with the development of commercial strategies that promote growth and sustainability across all sports initiatives.

Role Overview:

This role will lead the design and delivery of exceptional customer experiences across all sports assets within the property development portfolio, encompassing both physical environments and digital platforms. The position is pivotal in shaping early-stage experiential concepts for individual sports assets and the broader masterplan districts they integrate with.

In conjunction with development leads and key stakeholders develop and implement the Sports Business Unit Customer Experience Strategy based on the company-wide Customer Experience Framework, ensuring consistency while tailoring it to the unique needs of sports assets and their audiences.

Additionally, the role will lead the Sports Business Unit’s digital and technology Subject Matter Experts (SMEs) to create customer experience strategies for digital and technology touchpoints, ensuring seamless integration between physical and digital experiences.

Working with Strategy & Asset Management drive brand/IP partnerships, identify commercial opportunities, and collaborate with internal teams to develop cohesive sales and marketing strategies for VIP inventory and sponsorship deals. This includes overseeing the creation of marketing suites and other experiential tools to support asset positioning and revenue generation.

Key Responsibilities:

Customer Experience Strategy & Concept Development

• Develop the Sports Business Unit Customer Experience Strategy at a portfolio and asset level aligned with the company-wide Customer Experience Framework.
• Define and lead the customer experience design for all sports assets (physical and digital).
• Lead digital and technology SMEs to develop strategies for digital and technology-driven customer experiences.
• Create early-stage USP experiential concepts for sports assets and masterplan districts.
• Ensure alignment of experiential concepts with overall masterplan vision and brand positioning.

Brand Partnerships & Commercial Strategy

• Identify and secure potential brand and IP partners in conjunction with the strategy team.
• Explore and evaluate commercial opportunities for sports assets and masterplan districts.
• Collaborate with finance, strategy & commercial teams to build business cases for new initiatives.

Sales & Marketing Integration

• Work with in-house departments to create a cohesive sales and marketing strategy for VIP inventory and sponsorship deals.
• Oversee the development of marketing suites or similar experiential environments to support asset promotion.
• Ensure marketing and sales strategies reflect premium positioning and deliver strong ROI.

Cross-Functional Collaboration

• Partner with design, development, and operations teams to ensure customer experience concepts are feasible and scalable.
• Liaise with digital teams to integrate technology-driven experiences into physical assets.
• Maintain strong relationships with external agencies and partners to deliver innovative solutions.

Requirements

• Proven experience in customer experience design, ideally within sports, entertainment, or hospitality sectors.
• Strong background in digital strategy, technology integration, and innovation.
• Expertise in commercial strategy, brand partnerships, and sponsorship sales.
• Experience in concept development for large-scale assets or masterplan projects.
• Excellent stakeholder management and cross-functional collaboration skills.
• Ability to balance creative vision with commercial objectives.

Benefits

Offering a comprehensive compensation and benefits package.