Sales Support Manager - KSA

Emirates; Riyadh; On-site; SAR 240,000 - 360,000; Full time

Job summary

Emirates is seeking a senior sales support leader based in Riyadh to manage a central unit delivering high-quality customer experience across agencies, groups and corporate sales.

You will drive pricing, revenue analysis and market intelligence, coordinating cross-functional teams to meet targets and improve self-service for agents. Strong leadership and airline industry knowledge are essential for success.

Qualifications

• Experience in airline industry procedures and MARS/Galileo/Salesforce.com platforms.
• Ability to communicate, negotiate and influence effectively.
• Strong leadership and team management capabilities.

Responsibilities

• Manage a central sales support unit to meet SLAs and drive customer experience.
• Coordinate pricing, revenue support and market intelligence activities across KSA.
• Develop KPI dashboards and performance reports with actionable insights.
• Lead process improvement and standardization across commercial support.

Skills

Leadership

Stakeholder management

Data analysis

Communication

Negotiation

Tools

MARS

Galileo

Salesforce.com

Job description

Job Purpose

Manage a central sales support unit/team, ensuring the highest quality of customer experience in all sales activities related to agencies, groups and general sales support. Deliver services within agreed SLAs through effective manpower planning and deployment in order to support the achievement of revenue targets. Monitor and continuously improve the sales support unit activities and procedures, and lead the team to achieve set targets. Plan and implement strategies to improve levels of self-service by agents for day-to-day queries.

Commercial Performance & Business Analysis

• Coordinate Quarterly Business Reviews (QBRs) across KSA to support KSA corporate , ensuring timely preparation, analysis, presentation material, action plans and follow-up.
• Conduct regular reviews of Corporate, Trade and Agency account performance, highlighting revenue declines, market share losses, booking trends and required corrective actions.
• Analyse route, sector, point-of-sale, channel and customer segment performance to identify opportunities and risks.
• Monitor sales performance against targets and provide recommendations to improve commercial results.
• Develop and maintain commercial KPI dashboards and performance scorecards.
• Produce daily, weekly, monthly and quarterly business performance reports with actionable insights.

Pricing & Revenue Support

• Coordinate pricing proposals, approvals and commercial business cases for Corporate, Trade and Agency opportunities across KSA.
• Conduct weekly/fortnightly pricing benchmarking and competitor fare reviews.
• Review pricing structures, fare positioning and market competitiveness, making recommendations where required.
• Monitor inventory performance and highlight revenue opportunities, risks and required actions.
• Support Revenue Management and Pricing teams through commercial analysis and market feedback for station proposals

Market Intelligence & Strategic Insights

• Conduct DDS, MIDT, booking, ticketing and market share analysis to support commercial decision-making.
• Provide regular market intelligence, competitor activity updates and customer feedback to commercial leadership.
• Consolidate insights from KSA teams and communicate relevant actions to HQ, Revenue Management, Pricing and other stakeholders
• Identify emerging market trends, risks and opportunities and recommend proactive commercial actions.

Sales Operations & Commercial Governance

• Salesforce administration, data quality, pipeline management, opportunity tracking and activity reporting across KSA during meetings.
• AIMS management and related commercial administration activities.
• Manage Corporate deal filings, approvals, documentation and follow-up.
• Manage CUGO filings, tracking, reporting and follow-up across KSA.
• Manage waiver requests, approvals and governance processes.
• Support tenders, RFPs, corporate proposals and strategic commercial opportunities.
• Maintain central support and visibility of all major commercial opportunities, initiatives and action items across KSA.

Commercial Communications & Coordination

• Manage EDMs, circulars, commercial updates and stakeholder communications across KSA.
• trade, agency and corporate communications.
• Act as the primary coordination point between Sales, Sales Support, Revenue Management, Pricing, Commercial Operations and HQ functions.
• Ensure timely escalation, tracking and resolution of commercial and operational issues affecting sales performance.

Process Improvement & Standardization

• Drive automation of reporting, workflows and administrative processes to improve efficiency and reduce manual effort.
• Identify recurring issues and implement sustainable root-cause solutions rather than reactive issue management.
• Develop and maintain SOPs, controls and governance frameworks for commercial support activities.
• Continuously review and improve service levels, turnaround times and stakeholder satisfaction.

Resource Planning & Support Coverage

• Manage support coverage, workload.
• Ensure continuity of support during leave periods and avoid disruption to Corporate, Trade and CUGO opportunities.
• Coordinate priorities across the Sales Support team to ensure consistent service delivery, responsiveness and commercial support across all KSA markets.

Airline Industry of which a minimum of 3 years should be at a Supervisory level managing teams of 10 plus staff.

Qualification

• Working knowledge of Airline industry procedures and methodology.
• Extensive knowledge of Computerised Reservations Systems (CRS) MARS/Galileo/Salesforce.com and Emirates products and services.
• Thorough understanding of the Emirates network, products, Skywards including any partnership arrangements.
• Ability to communicate, negotiate and influence effectively.
• Clear understanding of the travel industry and thorough knowledge of the market place.
• Adequate knowledge of fares and ticketing.
• Knowledge of Global distribution systems and other systems related to Tariffs and inventory is preferred.
• Demonstrated team leadership skills and experience.

Key Objective of the Role

• Support KSA sales as a commercial Support function covering Sales Support, Commercial Operations, Pricing & Business Analysis, Market Intelligence and Process Governance, enabling Sales Managers to maximize customer-facing time, revenue generation and market development activities while the support function manages internal commercial execution and coordination.

The role is based in Riyadh, with potential opportunities for rotation across other locations in Saudi Arabia, subject to business requirements. The candidate must have the right to live & work in KSA.

Salary & benefits

Competitive Salary