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<h2 class="h5">Job description</h2> <div class="t-break" data-jb-field="description"> <b>Overview</b><br><p>Builds and coaches others on customer, partner, and internal stakeholder engagement strategy and models. Identifies, navigates, communicates, and influences key customer technical, business, and executive-level stakeholders (including partners). Initiates the gathering of information on the business and Information Technology objectives for customer organizations using partnerships with other account team leaders to identify customer priorities. Understands, identifies, and aligns Microsoft solutions, and technical capabilities. Engages in conversations with customers and demonstrates alignment between customer objectives and the current Microsoft portfolio of work in the customer account. Leads the strategic execution of program planning and customer-facing program reviews, prioritization of engagements, and management of key stakeholder and executive expectations to address agreed-upon customer outcomes and account priorities to deliver ongoing customer success. Proactively identifies, monitors, and mitigates actual and potential blockers to consumption through data analysis and customer feedback.</p><br><br><br><b>Responsibilities</b><br>Customer Relationship Management<br>Builds and coaches others on customer, partner, and internal stakeholder engagement strategy and models. Develops, maintains, and builds upon foundational relationships with key customer stakeholders and technical professionals to enable quality and secure solution delivery and health using partnerships with other account team leaders and leads orchestration across internal/external stakeholders. Expands customer and partner relationships beyond the current Unified Support contract consumers with a focus on leading the definition of business outcomes and how to align Microsoft strategy to customer business priorities.<br><br>Identifies, navigates, communicates, and influences key customer technical, business, and executive-level stakeholders (including partners). Guides and leads conversations to facilitate the achievement of customer business objectives by leveraging their investment in Microsoft. Maps internal roles to customer priorities to action the needs of customers and provides input into customer priorities. Holds, maintains, and nurtures internal stakeholder relationships. Influences and challenges senior/executive internal stakeholders. Leads business value conversations at customer executive levels and incorporates a focus on security and resiliency.<br><br>Initiates the gathering of information on the business and Information Technology objectives for customer organizations using partnerships with other account team leaders to identify customer priorities. Partners with Account Team to create a customer success plan and contribute to the shared customer account plan in support of customer security and resiliency needs and customer objectives specific to the customer's business transformation programs and common to their industry.<br><br><br>Customer Success Leadership<br>Engages in conversations with customers and demonstrates alignment between customer objectives and the current Microsoft portfolio of work in the customer account. Promotes the organizational and customer success strategy with customers. Aligns Microsoft technology and services with the customer's goals and objectives to form a cooperative strategy that includes security as a core component. Engages in account team planning, promoting business and technical needs for change that challenge customer thinking. Aligns with the account team to link Customer Success Plans (CSPs) with account plan priorities and develop bookable programs of work. Challenges the customer and influences their strategic decision making, driving the case for change towards improved operational health and security.<br><br>Proactively identifies, monitors, and mitigates actual and potential blockers (including security and compliance concerns) to consumption through data analysis and customer feedback. Mobilizes resources to address actual and potential blockers to consumption, associated issues, and to ensure delivery on Customer Success Plans (CSPs). Holds accountability for identified consumption milestones and their completion. Partners with customers to proactively identify opportunities for growth, optimize usage, and drive adoption. Partners with customers to understand their business objectives, identify opportunities where Microsoft offerings can help achieve those objectives, and aligns Microsoft products and services to agreed-upon customer outcomes and account priorities. Leverages an understanding of the customer's needs and business objectives to identify opportunities where Microsoft can provide added value to maximize retention and minimize churn.<br><br>Leads the strategic execution of program planning and customer-facing program reviews, prioritization of engagements, and management of key stakeholder and executive expectations to address agreed-upon customer outcomes and account priorities to deliver ongoing customer success. Leverages Microsoft delivery management methodologies, processes, and tools to manage and improve customer operational health. Proactively identifies and mitigates customer blockers (including security and compliance risks) by leveraging Microsoft solutions and services, and develops deliverable programs of work. Orchestrates delivery resources to facilitate value realization with a focus on driving operational health. Leads delivery program reviews with internal stakeholders to ensure alignment on customer outcomes and account priorities. Leads escalation management and communications for delivery programs in the customer account.<br><br><br>Technical Relevance<br>Understands, identifies, and aligns Microsoft solutions, and technical capabilities (e.g., Azure, Security, Modern Work, Dynamics) to customer needs and priorities. Leverages broad foundational industry and technical expertise to enable customer success. Identifies complex customer scenarios (e.g., Independent Software Vendors [ISV], cross-cloud, partner) and aligns with technical specialists to identify relevant cross-cloud technology solutions. Strengthens Microsoft's position in the customers' cloud technology marketplace against competitors. Leverages understanding of the customer's technology platform and Microsoft's technology roadmap to enable customer digital transformation.<br><br><br><br><br><b>Qualifications</b><br>Required/minimum qualifications<br>Master's Degree in Business, Sociology, Psychology, Computer Science, or related field AND 3+ years customer success, solution delivery, practice management, customer-facing consulting, or portfolio management experience OR Bachelor's Degree in Business, Sociology, Psychology, Computer Science or related field AND 4+ years customer success, solution delivery, practice management, customer-facing consulting, or portfolio management experience OR equivalent experience.<br>Additional or preferred qualifications<br>Master's Degree in Business, Sociology, Psychology, Computer Science, or related field AND 6+ years customer success, solution delivery, practice management, customer-facing consulting, or portfolio management experience OR Bachelor's Degree in Business, Sociology, Psychology, Computer Science or related field AND 8+ years customer success, solution delivery, practice management, customer-facing consulting, or portfolio management experience OR equivalent experience.<br>3+ years relevant work experience within customer industry.<br>Microsoft or competitor equivalent (e.g., AWS) certification in relevant technologies (e.g., Azure, 365).<br>Information Technology Infrastructure Library (ITIL) Foundation certification or equivalent service management certification.<br>Project Management Institute (PMI) or equivalent Project Management certification.<br>Prosci or equivalent certification.<br><br><br> <br><p>This position will be open for a minimum of 5 days, with applications accepted on an ongoing basis until the position is filled.</p><br><br><br><p>Microsoft is an equal opportunity employer. All qualified applicants will receive consideration for employment without regard to age, ancestry, citizenship, color, family or medical care leave, gender identity or expression, genetic information, immigration status, marital status, medical condition, national origin, physical or mental disability, political affiliation, protected veteran or military status, race, ethnicity, religion, sex (including pregnancy), sexual orientation, or any other characteristic protected by applicable local laws, regulations and ordinances. If you need assistance with religious accommodations and/or a reasonable accommodation due to a disability during the application process, read more about <b><u>requesting accommodations.</u></b></p><br> </div><h2 data-automation-id="subHeaderPreferredCandidate" class="h5"> Preferred candidate </h2> <div class="row is-m v-align-top t-small bg-mute"> <div class="col is-3 p5" data-automation-id="label_Years_of_experience"> <b>Years of experience</b> </div> <div class="col is-9 p5" data-automation-id="data_Years_of_experience"> 1+ years </div> </div> <div class="row is-m v-align-top t-small "> <div class="col is-3 p5" data-automation-id="label_Degree"> <b>Degree</b> </div> <div class="col is-9 p5" data-automation-id="data_Degree"> Bachelor's degree / higher diploma </div> </div>

About Mawj:Mawj is a Riyadh-based marketing group working across education, hospitality, real estate and technology. Our growing portfolio includes brands such as Reigate Grammar School Riyadh and Nobles. We are building a full in-house team across account management, media, creative and production. Our marketing is judged by business results: enrolments, bookings, sales, qualified leads, conversion rates and cost per acquisition — not views and likes alone.<br>The Role:You will own marketing for a portfolio of brands end to end: strategy, planning, paid media, content, CRM, conversion, reporting, AI-enabled workflows and team leadership. You will lead account, media and creative specialists, work directly with brand management, and explain with numbers what worked, what did not and what comes next. This is a hands-on leadership role, not a coordination-only role. You must understand the full journey from first impression to sale, booking or enrolment, identify where performance is being lost, understand the Saudi consumer deeply, use AI intelligently and help build Mawj's marketing operating system.<br>What You Will Do :<br>Strategy & Planning Build annual, quarterly and monthly plans with measurable objectives, audiences, positioning, channels, budgets and priorities. Develop customer journeys and conversion funnels. Conduct market, competitor and customer research. Adapt campaigns to Saudi culture, behaviour, seasonality, events and local trends.<br>Performance Marketing Lead paid media across Meta, Google, Snapchat, Tik Tok and Linked In. Set acquisition targets and optimise toward qualified leads, bookings, enrolments, sales, conversion rate and revenue — not CPM alone. Review targeting, creative, bidding, landing pages and conversion paths. Test audiences, offers, messages and landing experiences systematically. Reallocate budgets based on performance and know when to scale, reduce, restructure or stop. Know when the problem is the advertising and when it is not.<br>Funnel & Conversion Ownership Your responsibility does not end when a lead is generated. Review the full journey after the click. Identify issues in landing pages, forms, response times, Whats App, sales follow-up and CRM. Compare leads with actual registrations, bookings and sales; track quality, not just volume. Work with sales, admissions, customer service and operations when conversion depends on their response. Identify funnel leakage, build first-party retargeting audiences and recommend operational changes when the bottleneck is not advertising.<br>AI & Marketing Technology Strong practical AI experience is a core requirement. You should already use AI professionally, not simply experiment with it. You will be expected to:Use AI for research, analysis, campaign planning, market intelligence and creative development. Analyse campaign, customer and CRM data using AI. Build AI-assisted and automated workflows. Understand generative AI for copy, image and video. Use AI for reporting and extracting insights from large data sets. Understand lead qualification, lead scoring, chatbots and conversational AI. Identify repetitive work to automate and evaluate tools by business value, not novelty. Help the team adopt AI while maintaining human judgement and quality control. You should show examples where AI improved speed, quality, cost, productivity or commercial performance.<br>Measurement & Attribution Maintain GA4, GTM, platform tracking, campaign naming and UTM standards. Connect marketing activity with CRM data; track Whats App, calls, forms and other conversion channels. Build clear dashboards and reconcile platform-reported leads with CRM and actual business outcomes. Monitor lead-to-qualified-lead-to-conversion performance and investigate tracking discrepancies. Creative & Content Leadership Own the content calendar and turn marketing objectives into strong creative briefs. Review Arabic and English copy, design and video from brand and performance perspectives. Understand Saudi visual preferences, cultural references and communication styles. Use campaign data to improve creative and make testing systematic. Client & Management Communication Run weekly account reviews and monthly performance reviews with brand management. Present performance, problems, decisions, priorities, content and campaign changes. Explain clearly when something did not work, why and what will change. Escalate issues early and challenge requests professionally when data or strategy does not support them. Team Leadership Lead account, media and creative specialists. Set priorities, ownership, approval standards and response times. Review briefs, coach the team and improve its commercial understanding and use of AI. Build processes that let Mawj scale without lowering quality and hold the team accountable for deadlines and standards.<br>Vendors & Production Manage photographers, video teams, developers, freelancers and production partners. Write clear briefs, control budgets, maintain deadlines and ensure quality.<br>What You Bring : 6+ years of strong professional marketing experience.2+ years leading a marketing team or portfolio of accounts. Agency, multi-brand or senior in-house experience. Deep professional experience in the Saudi market. Deep understanding of Saudi consumer behaviour, culture, purchasing habits, digital behaviour, seasonality, local dynamics and differences across audience segments. Proven Saudi-market results you can show with actual numbers. Advanced practical experience using AI in marketing, automation, analysis and creative workflows. Hands-on command of Meta Ads and Google Ads; working knowledge of Snapchat, Tik Tok and Linked In. Strong GA4, GTM, attribution and conversion-tracking knowledge. Experience with a CRM such as Hub Spot, Zoho or Salesforce and connecting ad data with sales and operational results. Strong understanding of lead generation, funnels and conversion optimisation. Experience managing budgets and reallocating spend based on performance. Strong creative judgement and ability to write briefs and review design, copy and video critically. Fluent Arabic and English, written and spoken. Strong presentation skills and confidence presenting to owners, CEOs and senior management. Highly organised, direct, decisive and accountable. You must currently live in Riyadh and have lived and worked here long enough to demonstrate genuine understanding of the local market. We are looking for someone who can start as soon as possible.<br>The Person We Are Looking For<br>We want someone who asks:How many leads converted? What happened after the form? Which campaign generated revenue? Why did conversion fall? Is the problem the ad, offer, landing page, sales team or follow-up? What does the Saudi customer actually care about? Can AI make this faster, smarter or more measurable?<br>We are not looking for someone whose reporting ends at reach, impressions, clicks or CPM, or someone who lists AI tools but cannot demonstrate real use.<br>Success in This Role-Performance will be assessed on :strategy quality-lead quality-conversion improvement,-cost efficiency-revenue contribution where measurable-attribution and reporting accuracy-problem diagnosis,-campaign execution-team performance-client confidence-planning discipline-creative direction-intelligent use of AI-productivity improvement Saudi-market understanding and improvement of the overall marketing system. First 90 Days You will be expected to audit existing marketingunderstand each brand's commercial objectivesreview campaignsmedia structuretracking, attribution CRM and post-lead processesidentify funnel leaksaudit the team's use of AIfind automation opportunitiesestablish baseline KPIsimprove dashboardsintroduce a clear weekly marketing rhythmpresent a prioritised improvement plan and implement quick wins. Nice to Have Experience in education Sector F&B/hospitalityreal estatehigh-value lead funnels Whats App Business APIconversational AIAI agentsworkflow automationlead scoring; CRO; SEOvideo production; performance creativemanaging agencies What We Offer Direct access to decision-makers. The opportunity to build a marketing team and operating model from the ground up. Competitive compensation based on experience. Management that decides quickly and measures performance honestly. How to Apply Apply through Linked In with your CV and two or three campaigns you personally led. For each, include:The business objective. Your specific responsibility. Approximate budget, where possible. The result in numbers. What you changed during the campaign. What happened after the lead was generated. One example of how you used AI professionally. What you learned. Case studies should show commercial impact and practical AI capability beyond impressions, reach, engagement, follower growth or basic prompting. Shortlisted candidates will complete a practical case of approximately 90 minutes before the final interview. <br>Skills :<br>Marketing Strategy Performance Marketing Digital Marketing Marketing Management Lead Generation Conversion Optimisation Saudi Market Saudi Consumer Behaviour Artificial Intelligence Generative AIAI Marketing Marketing Automation Meta Ads Google Ads Snapchat Ads Tik Tok Ads Linked In Ads GA4 Google Tag Manager CRM Marketing Analytics Campaign Management Team Leadership Creative Strategy Customer Acquisition Conversion Rate Optimisation