Senior Manager Player Experience

Team: Clubs, National Teams & Players

Activity: Full-time

Role grade: Senior Manager (7)

Direct reports: 1

Indirect reports: 0

Reporting to: Manager Clubs & Players

Role location: Riyadh, Saudi Arabia

Job Purpose: As the Senior Manager, Player Experience, you will lead the design, execution, and continuous improvement of EWCF’s global player experience strategy across flagship initiatives, including EWC, ENC, Heroes Club, and year-round player activations. This role oversees the full player journey from qualification and onboarding to on-site experience, hospitality, wellbeing, recognition, and post-event engagement.

A core responsibility of this role is to translate EWCF’s vision into structured, scalable, and premium player experience frameworks that deliver consistency, trust, and excellence across titles, regions, and competitive levels. You will work cross-functionally with internal teams and external partners to ensure all player-facing touchpoints meet EWCF’s quality standards and reinforce long-term ecosystem credibility.

You will serve as a strategic owner of player experience programs, ensuring alignment between operational execution, stakeholder expectations, and EWCF’s broader objectives around prestige, care, and global positioning.

Duties and Responsibilities

• Lead the end-to-end player experience lifecycle across EWCF products, including EWC, ENC, and all official player activations, from onboarding and communication to on-site delivery and post-event engagement.

• Own the design, governance, and continuous evolution of player journey frameworks, hospitality-led service standards, and operational guidelines to ensure consistent, high-quality delivery at scale.

• Establish and enforce clear player entitlements, rights, and responsibilities, ensuring expectations are managed through structured, hospitality-aligned frameworks rather than ad-hoc exceptions.

• Define, monitor, and analyze player experience KPIs, satisfaction metrics (CSAT/NPS), and qualitative feedback, translating insights into measurable service improvements.

• Oversee player communications, issue management, and escalation protocols, ensuring timely resolution while maintaining professionalism, fairness, and institutional credibility.

• Manage cross-regional complexity by balancing cultural sensitivity with adherence to EWCF’s global experience standards and policies.

• Own the strategic direction and execution of Heroes Club, including induction criteria, engagement strategy, recognition frameworks, and long-term member experience.

• Define and manage premium hospitality experience standards across hospitality, event access, travel touchpoints, gifting, and recognition moments, ensuring consistency with EWCF’s positioning and values.

• Lead the planning and delivery of Heroes Club activations at global events, coordinating closely with internal teams and external partners to ensure seamless execution.

• Coordinate closely with Product, Marketing, Commercial, Distribution, Legal, and external agencies to ensure aligned execution across all player-facing touchpoints.

• Serve as a dedicated point of contact for player-related matters for all related stakeholders, acting as the steward of EWCF’s hospitality standards and player experience integrity.

Education and Experience

• Bachelor’s or Master’s degree in Business, Hospitality, Sports Management, Marketing, Communications, or a related field.

• 6+ years of experience in esports, sports, live events, hospitality, player management, or premium experience programs.

Knowledge, Skills, and Abilities

• Deep understanding of global esports ecosystems, player needs, competitive environments, and large-scale event-based operations, with the ability to balance player-centric design and organizational feasibility.

• Proven experience managing complex, multi-stakeholder programs with international scope, requiring alignment across players, teams, publishers, internal departments, and external partners, while maintaining a consistent hospitality mindset across touchpoints.

• Strong judgment in setting, communicating, and enforcing player experience standards, ensuring fairness, consistency, and sustainability across all programs and regions.

• Excellent written and verbal communication skills in English. Fluency in other languages (Arabic, Mandarin, etc.) are a plus.

• Demonstrated hospitality mindset with the ability to anticipate player needs, design service moments proactively, and deliver players-first experiences across every touchpoint, while balancing care, consistency, and operational discipline.

• Strong program and project management capabilities, including structured planning, documentation, dashboards, timelines, and cross-functional coordination.

• Analytical mindset with the ability to interpret qualitative and quantitative feedback, identify systemic issues, and translate insights into strategic and operational improvements.

• Comfortable operating under pressure while managing multiple workstreams, competing priorities, and real-time decision-making in fast-paced, live-event environments.

• Experience working across regions and time zones with diverse internal and external partners, maintaining consistency while adapting to cultural and operational nuances.

Benefits

• Relocation support

• Transportation allowance

• Competitive compensation

• Housing allowance

• VIP medical insurance

• Opportunity to work on a new exciting project with a group of passionate professionals. You will get the freedom to excel and make a real impact

Diversity disclaimer

Our mission is to build a diverse organization where our members, regardless of background or identity, have a sense of belonging. We genuinely believe that thanks to creating a collaborative environment where different perspectives are valued, we can achieve more. Together, we want to reshape the boundaries of what is achievable in the esports domain.