Senior Advisor - Customer Service & 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

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.