Customer Experience Manager

Role MissionTo 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 ResponsibilitiesDesign 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 / DeliverablesAll 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 & RequirementsMinimum 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.#J-18808-Ljbffr