Job Title: Business Analyst — Cleaning Services and Facility Management

Location: Riyadh, Saudi Arabia (Field-based, with client site visits)

Department: Operations / Commercial Affairs

Direct Supervisor: Operations Manager

Employment Type: Full-time

Experience Level: 4–7 years

About the Job

We are a growing company in the field of cleaning services and facility management, providing commercial, residential, and specialized cleaning contracts across Riyadh. As our contract portfolio and workforce expand, we are looking for a Business Analyst who fully understands that the success of this business relies on two main fronts: field operational efficiency and commercial performance in the market.

This role is not just about preparing office reports; you will serve as the connection point between Operations, Marketing, and Finance — turning scheduling data, labor costs, operational material consumption, and marketing campaign performance into decisions aimed at improving contract profit margins, reducing customer churn, and achieving profitable growth. Fluency in both Arabic and English is essential, as you will interact directly with field supervisors, field teams, and clients.

Key Responsibilities

1. Operations Analysis

Labor Productivity Analysis: Analyzing labor productivity across different sites (worker-to-area ratio, working hours per contract, and reasons for overtime) and providing recommendations to optimize allocation and scheduling.

Contract Profitability Models: Building and maintaining contract profitability models covering labor costs, consumables, chemicals, equipment, transportation, and accommodation.

Service Quality Tracking: Tracking compliance with Service Level Agreements (SLAs) and Key Performance Indicators (KPIs) for each contract, investigating operational deficiencies, identifying root causes, and following up on corrective actions.

Field Planning & Dispatching: Analyzing route planning, shift patterns, and mobilization for new contracts to minimize downtime and transit costs.

Consumption Optimization: Tracking the consumption of chemicals and supplies against approved standards, identifying areas of waste, and adjusting procurement processes.

Workforce Planning: Supporting workforce planning by tracking attrition trends, absenteeism, recruitment lead times, and forecasting required capacity for upcoming contracts.

2. Marketing & Commercial Analysis

Marketing Performance Measurement: Measuring the performance of marketing campaigns across digital and traditional channels: lead volume, cost per lead, lead-to-contract conversion rate, and Customer Acquisition Cost (CAC) by sector (B2B corporate contracts vs. B2C individuals).

Customer Retention: Analyzing customer retention rates, contract renewals, and cancellation reasons, and building early warning indicators for accounts at risk of cancellation.

Customer Segmentation: Segmenting the customer base (corporate, retail, hospitality, healthcare, residential, government) and identifying higher-margin sectors to focus on.

Pricing & Tender Analysis: Supporting pricing analysis and proposal/tender submissions — modeling cost-to-serve, win/loss ratios, and competitive price positioning.

Upselling Opportunities: Evaluating cross-selling and upselling opportunities (deep cleaning, pest control, disinfection, maintenance services) and determining expected financial returns.

3. Reporting, Systems & Process

Dashboards & Reporting: Preparing and managing the executive management dashboard and the weekly/monthly reporting package for senior management.

Systems Requirements Definition: Gathering requirements from Operations, Sales, and Finance and translating them into clear functional specifications for system development.

Systems Development: Supporting the implementation and optimization of Customer Relationship Management (CRM), Enterprise Resource Planning (ERP), Workforce Management, and Field Service Scheduling systems; as well as improving data input quality.

Process Documentation & Re-engineering: Documenting and re-engineering business workflows, and preparing Standard Operating Procedures (SOPs) manuals and process flowcharts in both Arabic and English.

Client Reporting: Preparing client-facing performance reports and supporting Quarterly Business Reviews (QBRs) with key accounts.

Required Qualifications

Educational Qualification: Bachelor's degree in Business Administration or Information Systems.

Work Experience: Minimum 4 years of experience in business analysis, including hands-on experience in analyzing operations and marketing/commercial activities.

Industry Experience: Proven experience in cleaning services companies, Facility Management (FM), or manpower/operational outsourcing companies — a deep understanding of contract-based service delivery, field labor models, and cost-to-serve economics.

Languages: Native Arabic with full proficiency in English (spoken and written) — ability to conduct interviews and speak with field supervisors in Arabic and present to senior management in English.

Technical Skills: Advanced skills in Excel / Google Sheets (complex formulas, Pivot Tables, scenario modeling, and dashboard creation).

Data Analysis Tools: Working knowledge of a data analysis tool (Power BI, Tableau, or Looker Studio).

Financial & Commercial Concepts: Strong knowledge of commercial concepts and business math: gross profit, contribution margin per contract, Customer Acquisition Cost (CAC), Customer Lifetime Value (LTV), Churn rate, and Utilization rate.

Preferred Qualifications

Experience in the Saudi or GCC market, with knowledge of local labor regulations, Saudization requirements, GOSI costs, and labor salaries.

Experience supporting government or major corporate tenders (RFP submissions, tender pricing, technical/commercial files).

Proficiency in SQL for data extraction, and experience with ERP systems (such as ERPNext or Odoo) and CRM systems.

Familiarity with workforce management systems and field service scheduling software.

Professional certifications such as CBAP or analytics certifications from Google / Meta.

Personal Skills & Competencies

Analytical Rigor & Precision: Ability to work with incomplete or unstructured field data to reach accurate and defensible conclusions.

Credibility & Field Presence: Ability to go on-site, talk to supervisors and workers in Arabic, and understand the actual reality behind the numbers.

Keen Commercial Insight: Distinguishing between ideas that drive strategic decisions and those that are merely charts.

Effective Communication: Writing clear reports, presenting confidently to executives, and tailoring the message to suit both operational and commercial audiences.

Accountability & Initiative: Taking ownership and following up on recommendations until results are achieved, rather than simply delivering reports.