Customer Experience Specialist

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.

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.

• 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
  

• 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.

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.

Keywords: Customer Experience | CXM | Real Estate | Saudi Arabia | KSA | Client Relations | Arabic | Bilingual | Riyadh | Property Development | Operations | SOP | KPI | CRM