Senior Manager Player

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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

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.

• 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.

• 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.

• 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…