Customer Experience Specialist📣 Job Ad

About the Customer Experience Specialist Role

ARK Projects, a real estate development and investment management firm in Saudi Arabia, is establishing its Customer Experience Management (CXM) function and seeks a foundational specialist. This is a full-time position located in Jeddah and Makkah. The role involves building and implementing the core systems and processes for customer experience, rather than maintaining an existing structure.

Role Context and Objectives

The CXM function at ARK Projects aims to provide a consistent standard of clarity, consistency, and accountability across diverse stakeholder groups, each with distinct needs and communication rhythms. As the initial specialist, your responsibilities will encompass both the day-to-day delivery of this standard and the development of repeatable systems, including Standard Operating Procedures (SOPs), Service Level Agreements (SLAs), Key Performance Indicators (KPIs), and communication templates. The goal is to transform individual high performance into a scalable function.

Key Responsibilities

• Manage day-to-day coordination across all stakeholder streams, including handling inquiries, preparing communications, and overseeing touchpoint rhythms from pre-sales through post-handover.
• Maintain CRM ownership by logging all interactions, identifying patterns, and ensuring data completeness.
• Ensure SLA compliance for response times and contribute to defining team SLAs.
• Provide input for the drafting of SOPs and process standards for the scaling CXM function.
• Administer and report on customer surveys, using post-touchpoint feedback as a KPI.
• Coordinate support for internal stakeholders (*, construction, finance, sales) to ensure accurate and timely communication from the CXM function to owners and buyers.

Required Qualifications and Experience

• A minimum of 4 years of experience in client relations, operations coordination, or customer experience, with a preference for experience in real estate, hospitality, or professional services.
• Bilingual proficiency in Arabic (native) and English (fluent, written and spoken).
• Demonstrated CRM proficiency.
• Strong organizational skills to build processes and interpersonal skills to deliver them effectively.
• Comfort operating in an environment where processes are being developed.
• High attention to detail and a proactive approach to issue resolution.

Work Environment and Impact

This role offers the opportunity to define and build a new function from its inception, with the work in the first year significantly shaping the team's future operations. The CXM function reports directly to the CEO, ensuring visibility for the established processes and outcomes. ARK Projects operates in the residential and investment segments of the real estate market.