SERVICE & MARKETING MANAGER KSA - DAMMAM

Role Overview:

Hybrid profile to support and manage after-sales service operations while also playing a key role in local marketing execution. This position is ideal for someone with a service background who has an interest and understanding of marketing, or for a marketing specialist with basic technical understanding and a structured mindset.

The role includes managing third-party service provider(s), supporting warranty and quality processes, and coordinating call center and CRM operations. At the same time, it involves planning and executing on-ground marketing activities in collaboration with agencies and distributors, ensuring brand consistency, and tracking campaign effectiveness.

A candidate with a product marketing background could be a good fit, given the blend of product understanding, structured execution, and marketing coordination required.

Key Responsibilities

1. After-Sales Service Management

Supervise and coordinate the activities of authorized after-sales service provider(s) in Saudi Arabia.

Monitor service quality, customer satisfaction, and adherence to company policies and technical standards.

Track service data via CRM, review KPIs, and identify improvement areas.

Coordinate spare parts supply with internal teams and ensure adequate stock availability at the field level.

Provide support in resolving product quality issues in collaboration with regional and central technical teams.

Oversee warranty processes and ensure timely and accurate claims handling.

Support call center operations related to service requests and ensure alignment with brand service quality expectations.

2. Marketing Execution and Coordination

Plan, coordinate, and oversee the execution of on-field marketing activities in collaboration with external agencies and local distributors.

Ensure brand consistency and campaign integrity by managing timelines, deliverables, and resource allocation across marketing initiatives.

Support BTL (below-the-line) activation, retail visibility enhancement, and trade marketing programs in alignment with central brand guidelines.

Participate in the preparation of marketing content, POS materials, event briefs, and basic reporting on campaign performance.

Contribute to coordination of digital and offline awareness campaigns when applicable at local level.

3. Cross-Functional Support

Serve as the local link between sales, service, and marketing to ensure aligned execution of market initiatives.

Contribute to certification documentation and product compliance activities.

Qualifications & Skills

Education: Degree in Engineering, Marketing, or a related field.

Experience: 2–4 years of experience in after-sales service operations or product/marketing roles in the home appliances, HVAC, or durable goods sector.

Technical Understanding: Familiarity with service processes, spare parts, and product features; ability to interact with technical teams and partners.

Marketing Experience: Experience or exposure to marketing activities such as campaign execution, event coordination, or trade marketing is a strong plus.

Communication Skills: Strong interpersonal skills to manage service partner(s), agencies, and internal stakeholders.

Languages: Fluent Arabic; upper-intermediate English (for internal communication and reporting).

Tools: Comfortable with CRM systems and MS Excel; basic knowledge of marketing tools or reporting platforms is a plus.

Mindset: Hands-on, structured, proactive, and able to multitask across service and marketing domains.