KRA – Chief Operating Officer (COO) – Digital Business- Ticketing 1. Business Growth & Market Expansion • Achieve revenue and profitability targets for Qatar + GCC markets. • Launch Qtickets in new countries and scale market presence. • Deliver quarterly growth in B2B & B2C business lines (events, cinemas, sports, entertainment). 2. Operational Excellence • Ensure seamless day-to-day operations across sales, customer service, marketing & tech. • Improve process efficiency and reduce operational costs. • Maintain service uptime, platform stability, and operational SLAs. 3. Technology & Product Innovation • Drive product roadmap with Tech team to improve platform performance, features & security. • Implement AI, automation, and data analytics to enhance business outcomes. • Deliver continuous improvement in user experience and customer journey metrics. 4. P&L & Financial Management • Own full P&L for digital operations. • Achieve EBITDA and margin improvement targets. • Control budget, forecasting accuracy, and financial discipline. 5. Partnerships & Ecosystem Development • Grow partnerships with event organizers, cinemas, sports federations, and venues. • Secure commercial agreements that increase revenue and brand presence. • Strengthen relationships with government and strategic stakeholders. 6. Customer Experience & Service Delivery • Improve NPS, CSAT, and repeat customer rate. • Ensure smooth customer support operations (call center + digital support). • Reduce customer complaints and maintain service quality standards. 7. Leadership & Team Development • Build and lead high-performing cross-functional teams. • Improve employee productivity and retention. • Drive a culture of innovation, collaboration, and performance.