Hajj & Umrah Sales and Operations Supervisor

Reports To: Head of Operations

*Sales & Client Management*

• Manage inquiries from Hajj & Umrah agents, group leaders, and internal sales channels.
• Prepare quotations, service proposals, booking confirmations, and transport solutions in line with approved pricing and service requirements.
• Follow up on opportunities, support account management activities, and contribute to business growth through effective client engagement and service upselling.

*Operations & Service Delivery*

• Plan, coordinate, and monitor pilgrim transportation services from booking through trip completion.
• Manage manifests, schedules, permits, route planning, vehicle allocation, and operational readiness.
• Coordinate with dispatch, fleet, airport and ground service teams, accommodation providers, and finance departments to ensure seamless service execution.
• Monitor vehicle punctuality, driver readiness, route compliance, and service quality standards.
• Ensure safe, timely, and compliant transport operations in accordance with contractual obligations, company standards, and Hajj & Umrah operational requirements.

*Team Supervision & Coordination*

• Supervise assigned coordinators and provide operational guidance during service execution.
• Support and mentor junior team members on booking procedures, documentation standards, customer communication, and incident escalation protocols.
• Collaborate with management on demand planning, service improvements, and peak-season operational readiness.
• *Reporting & Compliance*
• Maintain accurate booking records, manifests, schedules, permits, service amendments, and post-trip documentation.
• Prepare and submit regular reports covering inquiries, quotations, confirmed business, trip performance, incidents, complaints, and recovery actions.
• Escalate critical operational, safety, regulatory, or contractual issues promptly.
• Monitor service performance, utilization trends, client feedback, and cost-related observations.
• *Special Assignments*
• Support seasonal mobilization activities, VIP movements, standby operations, emergency transportation requirements, and other assignments as directed by management.

Requirements

• Bachelor’s degree in Business Administration, Logistics, Transportation Management, Tourism, or a related field (Diploma holders with strong relevant experience will also be considered).
• 4–6 years of experience in transportation and Hajj & Umrah operations within Saudi Arabia.
• Proven experience in client-facing coordination, trip planning, and on-ground operational execution.
• Previous supervisory experience is preferred.

• Technical Knowledge & Skills

• Strong understanding of Hajj & Umrah transportation workflows and operational requirements in Saudi Arabia.
• Experience with quotations, booking cycles, manifest management, trip planning, fleet coordination, and dispatch operations.
• Good geographical knowledge of Makkah, Madinah, Jeddah, and airport transportation routes.
• Proficiency in Microsoft Office and ERP/booking systems.
• Strong commercial awareness and understanding of operational costs.