Head of Sales Support (CRM) - Saudi National

Company Description

Doka is a world leader in providing innovative formwork, solutions and services in all areas of construction. The company is also a global supplier of well-thought-out scaffolding solutions for a varied spectrum of applications. With more than 180 sales and logistics facilities in over 60 countries, Doka has a high-performing distribution network for advice, customer service and technical support on the spot and ensures that equipment is swiftly provided – no matter how big and complex the project. Doka employs 9,000 people worldwide and is a company of the Umdasch Group, which has stood for reliability, experience and trustworthiness for more than 150 years.

As a customer-focused organization, Doka understands that its greatest assets are its employees, which is why Doka is consistently looking for talented professionals who are keen to develop their career in this challenging industry.

Propelled by the direction of its national leadership, Saudi Arabia continues to be an epicentre of regional construction thanks to its various mega projects including NEOM and the Red Sea Development. Focused with an emphasis on tech, Saudi Arabia is also pioneering new on-site standards.

Advanced Formwork Co. Ltd is the distributor and service provider of Doka products in Saudi Arabia and is currently looking to recruit a career-driven professional to join its versatile team and support the company’s ongoing national expansion. The suitable candidate will be a qualified, natural team player who can add significant value to this highly dynamic team.

Advanced Formwork Co. Ltd. is proud to be certified as a Great Place to Work! This prestigious certification reflects our commitment to creating a positive, inclusive, and supportive work environment where every team member can thrive. Join us and be part of a company that values your growth and well-being.

Job Description
Advanced Formwork Co. Ltd (Doka) is looking for a Head of Sales Support who can lead the sales support team and manage the CRM system to enhance sales operations and customer relationship management. This role involves developing strategies to optimize CRM usage, providing training and support to the sales team, and ensuring the CRM system is effectively utilized to drive sales growth and customer satisfaction.

If you are passionate about your work, have an inner drive to succeed and a desire to learn and grow from your experience, this could be the perfect next challenge for you.

If you are looking to work for a reputed international company within a multicultural team, then this position is an exciting opportunity for you.

Key Responsibilities:

CRM Management:

1. Oversee the implementation, configuration, and maintenance of the CRM system.
2. Ensure the integrity, accuracy, and effective usage of CRM data.
3. Develop, enforce, and optimize CRM usage policies and best practices.
4. Monitor and enhance CRM-supported sales processes for customer relationship management.

Sales Support Leadership:

1. Lead, mentor, and develop a high-performing sales support team.
2. Monitor organizational sales activities, including project pipelines, calculations, controlling, and analysis.
3. Ensure proper handling and quality control of sales data using systems like Victori II.
4. Provide troubleshooting assistance for customer orders, account statuses, and related issues.

Process Optimization and Collaboration:

1. Identify and implement process improvements to enhance sales efficiency and customer satisfaction.
2. Develop performance indicators to monitor the success of the sales support team.
3. Collaborate with cross-functional teams to streamline operations and foster alignment with business objectives.

Customer-Focused Activities:

1. Address customer inquiries, complaints, and issues promptly and professionally.
2. Leverage CRM analytics to identify trends and opportunities for growth and improvement.

Strategic Planning and Execution:

1. Develop and execute sales support strategies aligned with overall business goals.
2. Regularly review sales processes and recommend improvements to increase efficiency and effectiveness.
3. Contribute to the creation and monitoring of sales forecasts and budgets.

Data Analytics and Reporting:

1. Build comprehensive sales reports to track performance, customer trends, and market opportunities.
2. Conduct in-depth analysis of sales data to identify bottlenecks and areas of improvement.
3. Provide actionable insights to senior leadership for informed decision-making.

Customer Relationship Management:

1. Develop strategies to strengthen long-term relationships with key customers.
2. Monitor and improve the customer feedback process to enhance satisfaction.
3. Support the sales team in resolving complex customer issues and escalations.

Team Collaboration and Support:

1. Foster strong collaboration between sales, marketing, and operational teams to ensure a seamless customer experience.
2. Act as the point of contact for resolving inter-departmental challenges related to sales processes.
3. Support the implementation of key sales initiatives and campaigns by providing operational and logistical support.

Market and Competitor Analysis:

1. Monitor industry trends and competitors to identify market shifts and adapt strategies accordingly.
2. Provide the sales team with relevant market insights and competitive intelligence to support deal negotiations.

Qualifications
Your Qualifications to be Successful:

1. Bachelor’s degree in Business Administration or related field.
2. Proven experience in sales support, CRM management, or a similar role.
3. Strong leadership and team management skills.
4. Excellent communication and interpersonal skills.
5. Analytical and problem-solving abilities.
6. Ability to work collaboratively across departments.
7. Proficient in MS Office and excellent in MS Excel advanced functions.
8. Construction industry experience.
9. Time management and organizational skills.
10. Ability to focus and attention to detail.
11. Ability to multitask and manage multiple priorities.
12. Saudi National.

Additional Information
Your Benefits will be:

1. A chance to work with a reputable international company in a diverse and multicultural environment.
2. Opportunities for professional growth and development.