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About the Role

Raya Logistic Services is seeking a Business Analyst to join their team in Riyadh, Saudi Arabia. This full-time role is crucial for a growing company specializing in cleaning and facility management services, offering commercial, residential, and specialized cleaning contracts across Riyadh. The Business Analyst will serve as a key link between Operations, Marketing, and Finance departments, translating data into actionable decisions to improve contract margins, reduce client churn, and achieve profitable growth. The position requires 2-5 years of experience and involves field visits to client sites.

Key Responsibilities

1. Operations Analysis
   • Analyze labor productivity across sites, including staff-to-area ratios, work hours per contract, and overtime reasons, providing recommendations for improved allocation and scheduling.
   • Develop and maintain contract profitability models covering labor, consumables, chemicals, equipment, transportation, and accommodation costs.
   • Monitor adherence to Service Level Agreements (SLAs) and Key Performance Indicators (KPIs) for each contract, investigating operational shortcomings, identifying root causes, and tracking corrective actions.
   • Analyze route planning, shift patterns, and new contract setups to minimize wasted time and travel costs.
   • Track chemical and supply consumption against benchmarks, identifying waste and adjusting procurement processes.
   • Support workforce planning by tracking employee turnover, absenteeism, recruitment times, and forecasting capacity for upcoming contracts.
2. Marketing & Commercial Analysis
   • Measure marketing campaign performance across digital and traditional channels: lead volume, cost per lead, lead-to-contract conversion rate, and Customer Acquisition Cost (CAC) by segment (B2B vs. B2C).
   • Analyze client retention and contract renewal rates, reasons for cancellation, and build early warning indicators for at-risk accounts.
   • Segment the client base (corporate, retail, hospitality, healthcare, residential, government) and identify the most profitable segments for focus.
   • Support pricing and tender submissions by modeling cost-to-serve, win/loss ratios, and competitive pricing positions.
   • Evaluate upsell and cross-sell opportunities (deep cleaning, pest control, sanitization, maintenance services) and determine expected financial returns.
3. Reporting, Systems & Process
   • Prepare and manage the executive management dashboard and weekly/monthly reporting packages for senior leadership.
   • Gather requirements from Operations, Sales, and Finance, translating them into clear functional specifications for system development.
   • Support the implementation and enhancement of CRM, ERP, workforce management, and field service scheduling systems, while improving data quality.
   • Document and re-engineer work procedures, creating Standard Operating Procedures (SOPs) and process flowcharts in both Arabic and English.
   • Prepare client-facing performance reports and support quarterly business reviews (QBRs) with key accounts.

Required Qualifications and Skills

• Education: Bachelor's degree in Business Administration or Information Systems.
• Experience: Minimum of 4 years in business analysis, with practical experience in operations analysis and marketing/commercial activities.
• Industry Experience: Proven experience in cleaning services, facility management, or manpower supply companies, demonstrating a deep understanding of contract-based service delivery, field labor models, and cost-to-serve economics.
• Languages: Fluent in Arabic with full proficiency in English (spoken and written), enabling communication with field supervisors in Arabic and presentations to senior management in English.
• Technical Skills: Advanced proficiency in Excel / Google Sheets (complex functions, Pivot Tables, modeling scenarios, dashboard creation).
• Data Analysis Tools: Working knowledge of a data analysis tool (Power BI, Tableau, or Looker Studio).
• Financial & Commercial Concepts: Strong understanding of commercial concepts and mathematics: Gross Profit, Contribution per Contract, CAC, LTV, Churn, and Utilization Rate.

Preferred Qualifications

• Experience in the Saudi or GCC market, including knowledge of local labor regulations, Saudization requirements, GOSI costs, and labor salaries.
• Experience supporting government or large corporate tenders (RFP submissions, bid pricing, technical/commercial files).
• Proficiency in SQL for data extraction, and experience with ERP systems (*, ERPNext or Odoo) and CRM systems.
• Familiarity with workforce management systems and field service scheduling software.
• Professional certifications such as CBAP or data analytics certifications from Google / Meta.

Personal Attributes

• Analytical Rigor: Ability to work with incomplete or unstructured field data to derive accurate and defensible conclusions.
• Credibility and Field Presence: Capability to visit sites, converse with supervisors and workers in Arabic, and understand the reality behind the numbers.
• Sharp Commercial Acumen: Ability to distinguish between insights that drive strategic decisions and those that are merely graphical representations.
• Effective Communication: Ability to write clear reports, present confidently to executives, and tailor messages for both operational and commercial audiences.
• Ownership and Initiative: Proactively drive recommendations to implementation and track their impact, rather than simply delivering reports.

Work Environment

This is a full-time position based in Riyadh, Saudi Arabia, requiring field visits to client sites as needed.