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Customer Experience Specialist
ARK Projects
Jeddah, KSA
Full Time
Mid
Onsite
3 weeks ago
CRMSOP DevelopmentKPI MonitoringClient RelationsArabicEnglish
Free
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CRMSOP DevelopmentKPI Monitoring
About the Role
ARK Projects is seeking a Customer Experience Specialist to build and manage the CXM function from the ground up. You will coordinate stakeholder communications, own CRM, ensure SLA compliance, and develop SOPs.
Key Skills for This Role
CRMSOP DevelopmentKPI MonitoringClient RelationsArabicEnglish
Responsibilities
- Coordinate day to day across all stakeholder streams: fielding inquiries, preparing communications, managing touchpoints from pre sales through post handover
- Own CRM: log every interaction, flag patterns, maintain data completeness
- Ensure SLA compliance for response times
- Contribute to drafting SOPs and process standards for the CXM function
- Administer post touchpoint surveys and report feedback KPIs
- Coordinate with internal stakeholders (construction, finance, sales) to ensure accurate and timely communication to owners and buyers
Requirements
- 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
- High attention to detail and low tolerance for vague follow up
Full Job Posting
About the Role
- ARK Projects is a real estate development and investment management firm in Saudi Arabia.
- We are building our Customer Experience Management (CXM) function from the ground up.
- This is a function building job, not a maintenance role.
What You'll Own
- Day to day coordination across all stakeholder streams: fielding inquiries, preparing communications, managing 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 (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
What Makes This Worth Your Attention
- Join at the point where the function is being defined, not inheriting someone else's system
- 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
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