Customer Relations Manager

Job description

the employer is an international player active in architecture, consulting, construction engineering and mobility services. We create and operate intelligent infrastructures and buildings that respond to the climate emergency and contribute to more balanced, sustainable and resilient territorial development. Operating in 100 countries, the employer puts the expertise of its 19,500 employees at the service of its clients and develops cutting-edge innovations accessible to all projects. Through its wide range of activities, the employer is a key player in the collective organisation of society and the living environment of citizens all over the world. With 3,500 employees across 8 countries in the Middle East, the employer has delivered over 700 complex development projects, stimulating economic growth and enhancing quality of life. Ranked among the top ten firms in the Middle East by Engineering News Record (ENR), the employer is committed to sustainable development. The Group’s operations in the Middle East are built on strategic acquisitions and a deep understanding of local market conditions. the employer’ long history of providing comprehensive engineering, consulting, and project management services makes it a trusted partner for regional governments, investors, and developers. We are seeking a skilled CRM / Helpdesk PMO professional to join our dynamic team in Riyadh, Saudi Arabia. This role combines project management expertise with deep knowledge of customer relationship management systems and helpdesk operations to drive organizational efficiency and enhance customer service delivery. • Oversee and manage CRM implementation, optimization, and enhancement projects from initiation to completion • Lead helpdesk transformation initiatives to improve service delivery and customer satisfaction • Develop and maintain project schedules, budgets, and resource allocation plans for CRM and helpdesk initiatives • Coordinate cross-functional teams including IT, customer service, and business stakeholders • Analyze current CRM and helpdesk processes to identify improvement opportunities and efficiency gains • Establish and monitor key performance indicators (KPIs) for CRM and helpdesk operations • Manage vendor relationships and third-party integrations for CRM and helpdesk platforms • Facilitate change management activities to ensure smooth adoption of new systems and processes • Prepare comprehensive project reports and presentations for senior management • Ensure compliance with ITIL frameworks and industry best practices • Conduct risk assessments and develop mitigation strategies for project deliverables • Support training initiatives for end-users on CRM and helpdesk systems.

Requirements

• Proven experience in project management within CRM and IT service management environments
• Strong knowledge of CRM platforms such as Salesforce, Microsoft Dynamics, or HubSpot
• Experience with helpdesk software including ServiceNow, Zendesk, Freshdesk, or JIRA Service Management
• Proficiency in project management methodologies including Agile, Waterfall, and PRINCE2
• Hands-on experience with project management tools such as MS Project, Asana, or Monday.com
• Knowledge of ITIL framework and IT service management best practices
• Strong analytical skills with experience in data analysis and reporting tools
• Experience in business process optimization and change management
• Excellent stakeholder management and communication skills
• Ability to manage multiple projects simultaneously while maintaining attention to detail
• Experience in vendor management and third-party system integrations
• Knowledge of customer service operations and service level agreement (SLA) management
• Strong problem-solving abilities with a focus on continuous improvement
• Experience leading cross-functional teams in a corporate environment
• Familiarity with digital transformation initiatives and technology adoption strategies

Skills