Customer Experience Manager

Role Mission:
To architect, own, and continuously improve Customer Experience system across every customer touchpoint — from first inquiry to Year-1 Post-Occupancy — ensuring every Moment of Truth is operationalized and every CXM KPI is met or exceeded.

Key Responsibilities:
• Design and govern the end-to-end CXM strategy, translating the CEO's Strategic Directive into operational systems, protocols, and team rhythms.
• Own the Master CXM Playbook: documenting every interaction, the asset or protocol required, and the internal owner accountable for it.
• Brief, onboard, and manage all external CXM partners, acting as ARK's single point of accountability.
• Establish and report on all CXM KPIs monthly to the CEO.
• Lead the cultural embedding of the brand promise across all internal teams — sales, construction, finance — through training and process standards.
• Recruit and onboard each internal CXM team member, with hiring profiles approved by the CEO.
• Conduct quarterly CXM audits and present findings and corrective plans to the CEO.

Owned KPIs / Deliverables:
• All CXM KPIs green-rated within 6 months of first project launch.
• CXM Playbook published and approved by CEO within 60 days of hire.
• All external partners contracted and briefed within 90 days of hire.
• Zero interaction-delivery failures on any first ARK project launch.

Minimum Qualifications & Requirements:
• Minimum 5 years of experience in Customer Experience, Client Relations, or Brand Management — with at least 2 years in real estate development, luxury property, or hospitality.
• Proven track record of building a CXM or client services function from scratch inside a developer, asset manager, or property firm.
• Deep fluency in the Saudi real estate market; understanding of buyer psychology in the KSA context (self-builders, institutional investors, aspirational middle market).
• Strong bilingual proficiency: Arabic (native or near-native) and English (professional working level).
• Demonstrated experience managing agencies, external consultants, and cross-functional internal teams simultaneously.
• Knowledge of CRM systems, client journey mapping tools, and basic data analytics.
• Bachelor's degree required in Business, Marketing, or related field; MBA strongly preferred.