Senior Advisor - Customer Service And 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.

• 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.

• 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.

• 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.