Manager Commercial Systems & Tools

Description

Summary: Leads the strategy, prioritization, and delivery of commercial sales systems and tools, ensuring they are stable, fit for purpose, and measurably improve sales operations globally. Highlights: 1. Lead strategy and delivery of commercial sales systems and tools 2. Oversee performance and stability of all commercial systems 3. Drive active system adoption across sales organization ### **General Information** Ref \# 26000078 Location Qatar\-Doha Job family Corporate \& Commercial * Closing Date: 2026\-06\-03 ### **Description** **About the role:** Enables Qatar Airways' commercial organisation to scale efficiently through technology — owning the strategy, prioritisation, and delivery of all commercial sales systems and tools across the Distribution \& Commercial Efficiency function. Leads a team of Commercial Efficiency Managers, Specialists and Officers who operate as the critical bridge between business requirements and IT delivery, ensuring that core platforms including but not limited to the sales management system (Galaxy), CRM (Salesforce.com), and the B2B trade portal are continuously developed, optimised, and embedded into commercial workflows. Accountable for ensuring that every commercial system in scope is stable, fit for purpose, actively adopted, and measurably improving the speed, consistency, and effectiveness of Qatar Airways' sales operations globally. **Key Accountabilities Include:** **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. ### **Qualification** **Qualifications Summary** -------------------------- * 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. **Key Requirements of a Successful Candidate** ---------------------------------------------- * **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** Our story started with four aircraft. Today, we deliver excellence across 12 different businesses coming together as one. We’ve grown fast, broken records and set trends that others follow. We don’t slow down by the fear of failure. Instead, we dare to achieve what’s never been done before. So whether you’re creating a unique experience for our customers or innovating behind the scenes, every person contributes to our proud story. A story of spectacular growth and determination. Now is the time to bring your best ideas and passion to a place where your ambition will know no boundaries, and be part of a truly global community. https://aa115\.taleo.net/careersection/QA\_External\_CS/jobapply.ftl?lang\=en\&job\=26000078