وصف الوظيفة
Role Overview
CRM / Helpdesk PMO professional position with Egis Group 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.
Company Overview
Egis is an international player active in architecture, consulting, construction engineering and mobility services. The organization operates in 100 countries with 19,500 employees, creating and operating intelligent infrastructures and buildings that respond to the climate emergency and contribute to sustainable territorial development. Across the Middle East, Egis employs 3,500 people across 8 countries and has delivered over 700 complex development projects. Ranked among the top ten firms in the Middle East by Engineering News Record (ENR), the Group provides comprehensive engineering, consulting, and project management services to regional governments, investors, and developers.
Role Purpose
Oversee CRM and helpdesk transformation initiatives while managing projects from initiation to completion. Lead cross-functional coordination between IT, customer service, and business stakeholders to improve service delivery, customer satisfaction, and organizational efficiency.
Key Responsibilities
CRM Management
- Oversee and manage CRM implementation, optimization, and enhancement projects from initiation to completion
- Analyze current CRM processes to identify improvement opportunities and efficiency gains
- Establish and monitor key performance indicators (KPIs) for CRM operations
- Manage vendor relationships and third-party integrations for CRM platforms
- Support training initiatives for end-users on CRM systems
Helpdesk Operations
- Lead helpdesk transformation initiatives to improve service delivery and customer satisfaction
- Analyze current helpdesk processes to identify improvement opportunities and efficiency gains
- Establish and monitor key performance indicators (KPIs) for helpdesk operations
- Manage vendor relationships and third-party integrations for helpdesk platforms
- Support training initiatives for end-users on helpdesk systems
- Manage customer service operations and service level agreement (SLA) management
Project Management
- 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
- Prepare comprehensive project reports and presentations for senior management
- Manage multiple projects simultaneously while maintaining attention to detail
Governance & Compliance
- Ensure compliance with ITIL frameworks and industry best practices
- Conduct risk assessments and develop mitigation strategies for project deliverables
Change Management
- Facilitate change management activities to ensure smooth adoption of new systems and processes
- Lead cross-functional teams in corporate environments during technology adoption
Qualifications & Experience
- Proven experience in project management within CRM and IT service management environments
- Experience with helpdesk software including ServiceNow, Zendesk, Freshdesk, or JIRA Service Management
- Strong knowledge of CRM platforms such as Salesforce, Microsoft Dynamics, or HubSpot
- 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
- Experience in business process optimization and change management
- Experience in vendor management and third-party system integrations
- Experience leading cross-functional teams in a corporate environment
- Familiarity with digital transformation initiatives and technology adoption strategies
Skills & Competencies
- Proficiency in project management methodologies including Agile, Waterfall, and PRINCE2
- Strong analytical skills with experience in data analysis and reporting tools
- Excellent stakeholder management and communication skills
- Strong problem-solving abilities with a focus on continuous improvement
- Knowledge of customer service operations and service level agreement (SLA) management