Manager Commercial Systems & Tools

General Information

Qatar-Doha

About the role

Strategic

• Define and own the commercial systems and tools roadmap — establishing a prioritised, business-value-driven pipeline of system enhancements and new capabilities across Galaxy, Salesforce.com, the Trade Portal, and any other platforms supporting the commercial sales organisation.
• Act as the senior business authority for all commercial systems investment decisions — evaluating incoming requirements from across the commercial organisation, applying structured prioritisation, and ensuring development resources are allocated to the highest-value initiatives.
• Lead and develop a team of Commercial Efficiency Managers, Specialists and Oficers, each responsible for specific system domains, ensuring clear ownership, strong business-IT collaboration, and disciplined delivery of system changes from requirements through to go-live and adoption.
• Set the standards for how commercial systems requirements are defined, validated, and governed — establishing intake processes, business case frameworks, and acceptance criteria that ensure all system investments deliver measurable commercial outcomes.
• Partner with the Manager Commercial Enablement & Capabilities to ensure that systems and tools are designed around user workflows and actively support the go-to-market methodology — reducing friction, increasing adoption, and maximising productivity for frontline sales teams.
• Identify opportunities to automate commercial workflows, reduce manual processes, and leverage system capability to improve speed-to-market across sales operations, incentive deployment, and trade partner management.

Operational

• Oversee the day-to-day performance and stability of all commercial systems in scope — ensuring platform uptime, data integrity, and system reliability meet the operational needs of the global sales organisation, and that issues are resolved promptly with appropriate root-cause analysis.
• Manage the end-to-end delivery of system enhancement programmes — from business requirements definition and IT engagement through UAT, training, go-live, and post-implementation review — ensuring deployments are on time, within scope, and delivering the intended business value.
• Coordinate business requirements intake across the commercial organisation, managing incoming requests from International Sales & Doha Sales, Distribution, Commercial Steering, and Enablement teams — ensuring requirements are well-defined, prioritised against strategic value, and progressed through the appropriate delivery channel.
• Own CRM (Salesforce.com) governance across the commercial function — including data quality standards, user access management, workflow configuration, and the ongoing development of system features that support account management, pipeline tracking, and performance reporting.
• Drive active system adoption across the commercial sales organisation — working with Commercial Enablement & Capabilities and regional sales leads to design and deliver user training, change management support, and communications that maximise utilisation of all platforms.
• Track and report on system performance KPIs including CRM utilisation rate, workflow automation coverage, sales cycle time reduction, system stability metrics, and user satisfaction scores — providing regular reporting to the Senior Manager Commercial Efficiency.
• Maintain strong working relationships with IT, Finance, external system vendors, and third-party solution providers — ensuring QR's commercial systems remain technically current, contractually sound, and aligned to the organisation's broader technology strategy.
• Manage the full lifecycle of system-related commercial requests — from PLB deployment through Galaxy to trade portal enhancements for agency partners — ensuring each is scoped, delivered, and measured against agreed business outcomes.
• Be part of an extraordinary story
• Your skills.
• Your imagination.
• Your ambition.
• Here, there are no boundaries to your potential and the impact you can make.
• You’ll find infinite opportunities to grow and work on the biggest, most rewarding challenges that will build your skills and experience.
• You have the chance to be a part of our future and build the life you want while being part of an international community.
• Our best is here and still to come.
• To us, impossible is only a challenge.
• Join us as we dare to achieve what’s never been done before.
• Together, everything is possible.

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• Bachelor’s degree in Business Administration, Information Systems, Engineering, or a related field (MBA or relevant postgraduate qualification preferred).
• 8–12+ years of experience in commercial systems, CRM management, sales operations, or technology-driven transformation within a large, complex organisation (aviation, travel, or B2B environment preferred).
• Proven experience leading system strategy, roadmap development, and delivery of large-scale platforms such as CRM (e.g., Salesforce), sales management systems, or digital portals.
• Strong understanding of commercial sales processes, distribution models, and how technology enables sales performance and efficiency.
• Demonstrated experience managing cross-functional teams and acting as a bridge between business and IT functions.
• Solid financial and analytical acumen, with experience developing business cases, prioritising investments, and tracking ROI of system initiatives.
• Experience in governance of systems including data quality, access control, and workflow optimisation.
• Strong stakeholder management and communication skills, with the ability to influence senior business and technical stakeholders.

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• **Technology Strategy Leadership:** Ability to define and execute a clear commercial systems roadmap aligned to business priorities, ensuring investments deliver measurable commercial value.
• **Business–IT Integration Expertise:** Strong capability to translate business needs into system requirements, ensuring seamless collaboration between commercial teams and IT delivery functions.
• **Systems & CRM Governance:** Deep expertise in managing CRM platforms (e.g., Salesforce) and commercial systems, ensuring data integrity, usability, scalability, and compliance with governance standards.
• **Programme & Delivery Management:** Proven ability to lead end-to-end system enhancement initiatives—from requirements definition through to deployment, adoption, and value realisation.
• **Adoption & Change Management:** Strong focus on driving user adoption through training, communication, and workflow integration, ensuring systems are embedded in daily sales operations.
• **Operational Excellence & Reliability:** Ability to maintain high system performance, uptime, and issue resolution standards, ensuring minimal disruption to global sales operations.
• **Data-Driven Decision Making:** Strong analytical mindset with the ability to track system KPIs such as CRM utilisation, automation coverage, and sales productivity improvements.
• **Automation & Efficiency Focus:** Proven ability to identify opportunities to automate workflows, reduce manual processes, and improve speed-to-market.
• **Stakeholder Management & Influence:** Strong ability to engage with Sales, IT, Finance, vendors, and senior leadership to prioritise initiatives and drive alignment.
• **Leadership & Team Development:** Ability to lead, develop, and motivate a team of system specialists, fostering accountability, delivery discipline, and continuous improvement.

About Qatar Airways Group