CRM / Helpdesk
Company: Egis Group
Role summary
CRM / Helpdesk is a role at Egis Group in Riyadh, Riyadh Region, Saudi Arabia (on-site). Posted 2026-09-07. Experience level: 5-10.
- Job title
- CRM / Helpdesk
- Company
- Egis Group
- Location
- Riyadh, Riyadh Region, Saudi Arabia
- Work arrangement
- on-site
- Category
- Customer Service
- Experience level
- 5-10
- Date posted
- 2026-09-07
Egis Group is looking for a full-time CRM/Helpdesk specialist to join their team! This is a fantastic opportunity for someone with experience in customer support and CRM systems to grow their career. The company offers competitive compensation and a supportive work environment.
Job description
Company Description
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 Description
We 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 completion
Lead helpdesk transformation initiatives to improve service delivery and customer satisfaction
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
Analyze current CRM and helpdesk processes to identify improvement opportunities and efficiency gains
Establish and monitor key performance indicators (KPIs) for CRM and helpdesk operations
Manage vendor relationships and third-party integrations for CRM and helpdesk platforms
Facilitate change management activities to ensure smooth adoption of new systems and processes
Prepare comprehensive project reports and presentations for senior management
Ensure compliance with ITIL frameworks and industry best practices
Conduct risk assessments and develop mitigation strategies for project deliverables
Support training initiatives for end-users on CRM and helpdesk systems
Qualifications
Proven experience in project management within CRM and IT service management environments
Strong knowledge of CRM platforms such as Salesforce, Microsoft Dynamics, or HubSpot
Experience with helpdesk software including ServiceNow, Zendesk, Freshdesk, or JIRA Service Management
Proficiency in project management methodologies including Agile, Waterfall, and PRINCE2
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
Strong analytical skills with experience in data analysis and reporting tools
Experience in business process optimization and change management
Excellent stakeholder management and communication skills
Ability to manage multiple projects simultaneously while maintaining attention to detail
Experience in vendor management and third-party system integrations
Knowledge of customer service operations and service level agreement (SLA) management
Strong problem-solving abilities with a focus on continuous improvement
Experience leading cross-functional teams in a corporate environment
Familiarity with digital transformation initiatives and technology adoption strategies
Business Line: Energy and Sustainable Cities
Type of contract: Permanent contract
Service Line: Buildings
Region: Middle East and South Asia
Job Family: Real Estate and Facility Management