Hajj & Umrah Sales and Operations Supervisor

Position Overview

We are seeking a dynamic and results-driven Hajj & Umrah Sales and Operations Supervisor to join our esteemed transportation and pilgrimage services organization based in Saudi Arabia. Reporting directly to the Head of Operations, this pivotal role is designed to drive business growth while ensuring the seamless delivery of premium transport services for pilgrims across the Kingdom. The ideal candidate will bridge the gap between client-facing sales initiatives and meticulous operational planning, guaranteeing exceptional service quality, operational excellence, and unparalleled customer satisfaction. This position demands a strategic blend of sales acumen, operational expertise, and leadership capabilities to navigate the complexities of Hajj and Umrah logistics with precision and professionalism.

Key Responsibilities

Sales & Client Management

• Serve as the primary point of contact for inquiries from Hajj & Umrah agents, group leaders, and internal sales teams, ensuring prompt and professional responses to all requests.
• Develop and present tailored quotations, service proposals, and transport solutions that align with approved pricing structures and meet the unique requirements of each client.
• Proactively follow up on sales opportunities, nurture client relationships, and identify upselling opportunities to contribute to revenue growth and market expansion.
• Collaborate closely with the sales team to refine client engagement strategies and enhance service offerings based on market trends and client feedback.

Operations & Service Delivery

• Oversee the end-to-end planning, coordination, and execution of pilgrim transportation services, from initial booking to trip completion, ensuring adherence to schedules and service standards.
• Manage critical operational elements such as manifests, permits, route planning, vehicle allocation, and operational readiness to guarantee flawless service delivery.
• Liaise with dispatch teams, fleet management, airport and ground service providers, accommodation partners, and finance departments to synchronize all operational activities and resolve any logistical challenges.
• Monitor key performance indicators including vehicle punctuality, driver readiness, route compliance, and overall service quality to maintain the highest standards of operational excellence.
• Ensure all transport operations are conducted safely, efficiently, and in full compliance with contractual obligations, company policies, and Hajj & Umrah regulatory requirements.

Team Supervision & Coordination

• Provide hands-on supervision and operational guidance to assigned coordinators, fostering a high-performance team culture and ensuring alignment with organizational goals.
• Mentor junior team members on best practices in booking procedures, documentation standards, customer communication protocols, and incident escalation processes.
• Work collaboratively with senior management to develop strategic demand planning initiatives, implement service improvements, and prepare for peak-season operational demands.

Reporting & Compliance

• Maintain meticulous records of all bookings, manifests, schedules, permits, service amendments, and post-trip documentation to ensure transparency and accountability.
• Prepare and submit comprehensive reports on inquiries, quotations, confirmed business, trip performance metrics, incidents, client complaints, and corrective actions taken.
• Escalate critical operational, safety, regulatory, or contractual issues to senior management in a timely manner to mitigate risks and ensure continuous improvement.
• Analyze service performance trends, client feedback, and cost-related observations to drive data-informed decision-making and operational enhancements.

Special Assignments

• Support high-priority seasonal mobilization activities, VIP transportation arrangements, standby operations, emergency transport requests, and other ad-hoc assignments as directed by management.

Requirements

Education & Experience

• Bachelor’s degree in Business Administration, Logistics, Transportation Management, Tourism, or a related field. Candidates holding a Diploma with substantial relevant experience will also be considered.
• Minimum of 4–6 years of hands-on experience in transportation and Hajj & Umrah operations within Saudi Arabia, with a proven track record in client-facing coordination and trip execution.
• Previous supervisory experience is highly desirable, demonstrating the ability to lead teams and drive operational efficiency.

Technical Competencies

• In-depth knowledge of Hajj & Umrah transportation workflows, regulatory frameworks, and operational best practices in Saudi Arabia.
• Proven expertise in quotations, booking cycles, manifest management, trip planning, fleet coordination, and dispatch operations.
• Comprehensive understanding of transportation routes connecting Makkah, Madinah, Jeddah, and key airport locations.
• Proficiency in Microsoft Office Suite and experience with ERP or specialized booking systems.
• Strong commercial awareness with the ability to analyze operational costs and optimize resource allocation for maximum efficiency.