CRM / Helpdesk

Egis is an international player active in architecture, consulting, construction engineering and mobility services. We create and operate intelligent infrastructures and buildings that respond to the climate emergency and contribute to more balanced, sustainable and resilient territorial development. Operating in 100 countries, Egis puts the expertise of its 19,500 employees at the service of its clients and develops cutting-edge innovations accessible to all projects. Through its wide range of activities, Egis is a key player in the collective organisation of society and the living environment of citizens all over the world.With 3,500 employees across 8 countries in the Middle East, Egis has delivered over 700 complex development projects, stimulating economic growth and enhancing quality of life. Ranked among the top ten firms in the Middle East by Engineering News Record (ENR), Egis is committed to sustainable development. The Group’s operations in the Middle East are built on strategic acquisitions and a deep understanding of local market conditions. Egis’ long history of providing comprehensive engineering, consulting, and project management services makes it a trusted partner for regional governments, investors, and developers.Job DescriptionWe are seeking a skilled CRM / Helpdesk PMO professional to join our dynamic team 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.Oversee and manage CRM implementation, optimization, and enhancement projects from initiation to completionLead helpdesk transformation initiatives to improve service delivery and customer satisfactionDevelop and maintain project schedules, budgets, and resource allocation plans for CRM and helpdesk initiativesCoordinate cross-functional teams including IT, customer service, and business stakeholdersAnalyze current CRM and helpdesk processes to identify improvement opportunities and efficiency gainsEstablish and monitor key performance indicators (KPIs) for CRM and helpdesk operationsManage vendor relationships and third-party integrations for CRM and helpdesk platformsFacilitate change management activities to ensure smooth adoption of new systems and processesPrepare comprehensive project reports and presentations for senior managementEnsure compliance with ITIL frameworks and industry best practicesConduct risk assessments and develop mitigation strategies for project deliverablesSupport training initiatives for end-users on CRM and helpdesk systemsQualificationsProven experience in project management within CRM and IT service management environmentsStrong knowledge of CRM platforms such as Salesforce, Microsoft Dynamics, or HubSpotExperience with helpdesk software including ServiceNow, Zendesk, Freshdesk, or JIRA Service ManagementProficiency in project management methodologies including Agile, Waterfall, and PRINCE2Hands-on experience with project management tools such as MS Project, Asana, or Monday.comKnowledge of ITIL framework and IT service management best practicesStrong analytical skills with experience in data analysis and reporting toolsExperience in business process optimization and change managementExcellent stakeholder management and communication skillsAbility to manage multiple projects simultaneously while maintaining attention to detailExperience in vendor management and third-party system integrationsKnowledge of customer service operations and service level agreement (SLA) managementStrong problem-solving abilities with a focus on continuous improvementExperience leading cross-functional teams in a corporate environmentFamiliarity with digital transformation initiatives and technology adoption strategies