Senior Advisor - Customer Service & Retail Transformation

Job description

On behalf of our client, we are seeking a Senior Advisor to be embedded on-site in Riyadh , reporting directly to the Senior Vice President of Retail.
This is a hands-on advisory role for a former senior executive or consultant who has led or advised on large-scale customer operations, ideally within energy, utilities, telecom, or a comparable high-volume, regulated business and who can bring immediate credibility and practical expertise to a newly formed leadership team.
The successful candidate will provide strategic and operational guidance on building a customer-centric Retail organization from the ground up: shaping the target operating model, strengthening service delivery across front-office, back-office, and regional teams, and supporting the transformation agenda through digital migration, CRM and systems integration.
What You’ll Do ❏ Advise the SVP Retail - Serve as a trusted senior advisor to the Senior Vice President of Retail, providing strategic and operational counsel as the function is stood up.
❏ Shape the Target Operating Model - Support the design of a customer-centric operating model across front-office, back-office, and regional teams.
❏ Strengthen Customer Operations - Provide expert guidance on customer service, onboarding, payments, collections, complaints management, and digital channels.
❏ Drive Transformation - Support delivery of large-scale transformation initiatives, including digital migration, CRM, systems integration, and business separation activities.
❏ Embed Governance & Controls - Help establish SLAs, governance structures, handoffs, escalation paths, KPIs, and service quality controls.
❏ Bring External Best Practice - Share lessons learned and leading practices from prior large-scale customer operations leadership roles.
❏ Support Organizational Readiness - Contribute to change management, stakeholder alignment, and capability building within the new Retail function.
❏ Former senior executive (C-suite or direct report to C-suite) or consultant with large-scale customer operations experience, ideally from energy, utilities, or another industry with comparable high-volume, regulated operations.
❏ Strong background in customer service, onboarding, payments, collections, complaints management, and digital customer channels.
❏ Demonstrated experience designing and implementing customer-centric operating models spanning front-office, back-office, and regional/field teams.
❏ Proven track record leading large-scale transformation programs, including digital migration, CRM implementation, systems integration, and business separation (unbundling or carve-out experience is a strong plus).
❏ Strong understanding of SLAs, governance frameworks, handoffs, escalation management, KPIs, and service quality controls.
❏ Comfortable operating as a trusted advisor to senior executive leadership within a newly established function.
You’re Our Match If You Have ❏ Senior executive experience leading large-scale customer operations, ideally in energy, utilities, or a comparable regulated, consumer-facing industry.
❏ A track record of building or transforming customer-centric organizations from the ground up.
❏ Deep expertise across the customer journey - service, onboarding, payments, collections, complaints, and digital engagement.
❏ Experience advising or operating at senior leadership level, with the gravitas to engage credibly with a Senior Vice President and their leadership team.
❏ The flexibility and willingness to relocate to Riyadh on a full-time, on-site basis for a minimum of six months.
Bonus Points If You Have Experience With ❏ Business separation, carve-out, or unbundling programs in a regulated utility or similar sector.
❏ Retail operations specifically within the energy/utilities sector.
❏ Large-scale CRM or digital customer platform implementations.
❏ Advising government-linked or newly formed entities during organizational stand-up.
❏ Working across the GCC.

Preferred candidate

Years of experience

1+ years

Degree

Bachelor's degree / higher diploma