Senior Advisor Customer Service And Retail Transformation

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.