Customer Experience Specialist

Overview

• ARK Projects is a real estate development and investment management firm in Saudi Arabia.
• We're standing up our Customer Experience Management (CXM) function from the ground up and we're hiring the person who will help build the foundation.
• This is not a maintenance role.
• It's a function-building job.
• What you're walking into
• ARK operates across stakeholder streams that have distinct needs, distinct communication rhythms, and distinct definitions of a good experience.
• The CXM function exists to serve all with the same standard of clarity, consistency, and accountability.
• As the first specialist on the ground, you'll be doing two things simultaneously: delivering that standard day-to-day, and building the systems that make it repeatable (i.e.
• SOPs, SLAs, KPIs, communication templates) and the process documentation that turns a high-performing individual into a scalable function.
• What you'll own
• Day-to-day coordination across all stakeholder streams: fielding inquiries, preparing communications, and managing the rhythm of touchpoints from pre-sales through construction and post-handover
• CRM ownership: logging every interaction, flagging patterns, maintaining data completeness above a defined threshold
• SLA compliance: response times are measured. You'll own yours and contribute to defining the team's
• Input into the drafting of SOPs and process standards that will govern the CXM function as it scales
• Survey administration and reporting: post-touchpoint feedback is a KPI, not an afterthought
• Coordination support for internal stakeholders (e.g. construction, finance, sales) ensuring the CXM function has what it needs to communicate accurately and on time to owners and buyers
• What we're looking for
• 4+ years in client relations, operations coordination, or customer experience (real estate, hospitality, or professional services preferred)
• Bilingual: Arabic (native) and English (fluent, written and spoken)
• CRM proficiency
• Someone who is organized enough to build process and personable enough to deliver it well
• Comfortable operating without a full playbook (because part of your job is writing it)
• High attention to detail and low tolerance for vague follow-up: if something isn't resolved, you know it and you say so
• ARK's stakeholder base is diverse.
• We strongly encourage applications from Saudi candidates, though all are welcomed to apply.
• What makes this worth your attention
• You'd be joining at the point where the function is being defined, not inheriting someone else's system, but helping establish the one ARK will run on.
• The work you do in the first 12 months will shape how this team operates for years.
• The CXM function reports directly to the CEO.
• What gets built here gets seen.
• *ARK Projects is a real estate development and investment management firm based in Saudi Arabia, operating across the residential and investment segments.*

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