Customer Experience Specialist

About the role

ARK Projects is building a new Customer Experience Management (CXM) function from the ground up. As the first Customer Experience Specialist, you will both deliver day‑to‑day service standards and create the repeatable processes that will scale the function.

Key responsibilities

• Coordinate daily interactions across all stakeholder streams, handling inquiries, preparing communications, and managing touchpoints from pre‑sales through construction and post‑handover.
• Own the CRM system: log every interaction, flag patterns, and maintain data completeness above defined thresholds.
• Ensure SLA compliance by meeting response‑time targets and helping define team SLAs.
• Contribute to drafting SOPs, process standards, KPIs and communication templates for the CXM function.
• Administer surveys, collect post‑touchpoint feedback and produce reports.
• Provide coordination support to internal teams (construction, finance, sales) to guarantee accurate and timely communication to owners and buyers.

Required profile

• Minimum 4 years experience in client relations, operations coordination or customer experience, preferably in real estate, hospitality or professional services.
• Bilingual Arabic (native) and English (fluent, written and spoken).
• Proven ability to work without a full playbook and to create processes and documentation.
• High attention to detail and low tolerance for unresolved issues.

Required skills

• Proficiency with a CRM system.

What we offer

• Direct reporting line to the CEO, giving high visibility to your work.
• Opportunity to shape a brand‑new function and define its standards for years to come.
• Work in a fast‑growing real‑estate development and investment firm in Saudi Arabia.