Senior Advisor - Customer Service & Retail Transformation
Role overview
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.
Requirements
❏ 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.
