Customer Experience Specialist

About the Company

ARK Projects is a Saudi-based real estate development and investment management company with activity across the residential and investment space. The organization is creating its Customer Experience Management (CXM) function from the beginning, and this role is intended to help set up that foundation.

Role Overview

This position is not focused on maintaining an existing process. It is designed for someone who can both deliver customer experience work on a daily basis and help build the systems, standards, and documentation that will allow the function to scale.

As the first CXM specialist on the ground, you will support multiple stakeholder groups with different expectations, communication styles, and service needs. The goal is to create a consistent experience built on clarity, accountability, and reliability.

Key Responsibilities

• Coordinate communication across stakeholder groups by handling queries, preparing updates, and managing touchpoints from pre-sales through construction and post-handover.
• Take ownership of CRM records by ensuring every interaction is logged, tracking recurring issues, and keeping data completeness above the required standard.
• Manage SLA adherence by meeting response-time expectations and contributing to the development of team-level standards.
• Support the creation of SOPs and other process documentation that will define how the CXM function operates as it grows.
• Administer customer surveys and prepare reports, treating feedback as an essential performance metric.
• Work with internal teams such as construction, finance, and sales to ensure communication to owners and buyers is accurate and delivered on time.

Requirements

• At least 4 years of experience in client relations, operations coordination, or customer experience, preferably in real estate, hospitality, or professional services.
• Native-level Arabic and fluent English, with strong written and spoken communication in both languages.
• Hands-on experience using CRM systems.
• Strong organizational skills with the ability to create structure while still delivering a good customer experience.
• Comfort working in an environment where processes are still being defined and where part of the role involves building those processes.
• Strong attention to detail, with a proactive approach to unresolved issues and follow-ups.

Additional Information

The company especially encourages Saudi candidates to apply, while also welcoming applications from all eligible candidates.

This is a high-visibility role reporting directly to the CEO, and the work completed in the first year will help shape how the CXM team functions for the long term.

Keywords

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