Sales Support Manager

About the Role

Emirates is seeking a Sales Support Manager to join their team in Riyadh, Saudi Arabia. This full-time role involves managing a central sales support unit, focusing on delivering a high-quality customer experience across all sales activities related to agencies, groups, and general sales support. The manager will ensure services are delivered within agreed SLAs through effective manpower planning and deployment, supporting the achievement of revenue targets.

Key Responsibilities

• Oversee a central sales support unit, ensuring customer experience quality in agency, group, and general sales support.
• Monitor and continuously improve sales support activities and procedures, leading the team to achieve set targets.
• Plan and implement strategies to enhance self-service capabilities for agents regarding day-to-day queries.
• Coordinate Quarterly Business Reviews (QBRs) across KSA, including preparation, analysis, presentation, action plans, and follow-up.
• Conduct regular reviews of Corporate, Trade, and Agency account performance, identifying trends and recommending corrective actions.
• Analyze route, sector, point-of-sale, channel, and customer segment performance to identify opportunities and risks.
• Develop and maintain commercial KPI dashboards and performance scorecards, producing daily, weekly, monthly, and quarterly business performance reports.
• Coordinate pricing proposals, approvals, and commercial business cases for Corporate, Trade, and Agency opportunities.
• Conduct weekly/fortnightly pricing benchmarking and competitor fare reviews, making recommendations on pricing structures and market competitiveness.
• Monitor inventory performance and highlight revenue opportunities, risks, and required actions.
• Provide market intelligence, competitor activity updates, and customer feedback to commercial leadership.
• Manage Salesforce administration, data quality, pipeline management, opportunity tracking, and activity reporting.
• Oversee Corporate deal filings, approvals, documentation, and follow-up, as well as CUGO filings, tracking, and reporting.
• Manage waiver requests, approvals, and governance processes.
• Manage EDMs, circulars, commercial updates, and stakeholder communications across KSA.
• Act as the primary coordination point between Sales, Sales Support, Revenue Management, Pricing, Commercial Operations, and HQ functions.
• Drive automation of reporting, workflows, and administrative processes to improve efficiency.
• Develop and maintain SOPs, controls, and governance frameworks for commercial support activities.
• Manage support coverage and workload, ensuring continuity of support during leave periods.

Qualifications and Experience

• 5-10 years of relevant experience.
• Demonstrated ability to manage a central sales support unit/team.
• Experience in manpower planning and deployment to meet service level agreements.
• Proficiency in coordinating business reviews and analyzing commercial performance.
• Experience with pricing proposals, benchmarking, and inventory monitoring.
• Familiarity with Salesforce administration and commercial governance processes.
• Strong communication and coordination skills for internal and external stakeholders.
• Proven ability to drive process improvement and standardization.

Work Environment and Compensation

This is a full-time position based in Riyadh, Saudi Arabia. The role supports KSA sales as a commercial support function, covering Sales Support, Commercial Operations, Pricing & Business Analysis, Market Intelligence, and Process Governance. The objective is to enable Sales Managers to maximize customer-facing time and revenue generation by managing internal commercial execution and coordination. The position offers a competitive salary. Candidates must have the right to live and work in KSA, with potential opportunities for rotation across other locations in Saudi Arabia subject to business requirements.