Riyadh Onsite: Senior Advisor, Retail Transformation

Brainlake Advertising LLC; Riyadh; On-site; SAR 800,000 - 1,100,000; Full time

Job summary

Brainlake Advertising LLC client seeks a Senior Advisor to be embedded on-site in Riyadh, reporting to the Senior VP of Retail. The role requires a former senior executive or seasoned consultant with large-scale customer operations experience in regulated industries.

The successful candidate will help design a customer-centric operating model, strengthen service delivery, and drive transformation across front-office, back-office, and regional teams, including digital migration and CRM

Qualifications

• Former senior executive (C-suite or direct report to C-suite) or consultant with large-scale customer operations experience.
• Strong background in customer service, onboarding, payments, collections, complaints management, and digital channels.
• Demonstrated experience designing and implementing customer-centric operating models across front-office, back-office, and regional teams.
• Proven track record leading large-scale transformation programs including digital migration, CRM implementations, 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.

Responsibilities

• Advise the SVP Retail – Serve as a trusted senior advisor to the Senior Vice President of Retail.
• Shape the Target Operating Model – Design a customer-centric operating model across front-office, back-office, and regional teams.
• Strengthen Customer Operations – Guide customer service, onboarding, payments, collections, complaints management, and digital channels.
• Drive Transformation – Support large-scale transformation initiatives including digital migration, CRM, systems integration, and business separation activities.
• Embed Governance & Controls – Establish SLAs, governance structures, handoffs, escalation paths, KPIs, and service quality controls.
• Bring External Best Practice – Share lessons learned from prior large-scale customer operations leadership roles.
• Support Organizational Readiness – Contribute to change management and capability building within the new Retail function.

Skills

Senior executive

Large-scale programs

CRM & Digital

Regulated industries

Leadership advisory

Job description

Brainlake Advertising LLC client seeks a Senior Advisor to be embedded on-site in Riyadh, reporting to the Senior VP of Retail. The role requires a former senior executive or seasoned consultant with large-scale customer operations experience in regulated industries.

The successful candidate will help design a customer-centric operating model, strengthen service delivery, and drive transformation across front-office, back-office, and regional teams, including digital migration and CRM