Senior Advisor – Customer Service & Retail Transformation

About the role

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 hands‑on advisory role is intended for a former senior executive or consultant who has led or advised on large‑scale customer operations in a high‑volume, regulated industry such as energy, utilities or telecom.

Key responsibilities

• Advise the Senior Vice President of Retail, providing strategic and operational counsel as the function is stood up.
• Shape the target operating model to create a customer‑centric organization across front‑office, back‑office and regional teams.
• Strengthen customer operations including service, onboarding, payments, collections, complaints management and digital channels.
• Drive large‑scale transformation initiatives such as digital migration, CRM implementation, systems integration and business separation.
• Embed governance and controls by establishing SLAs, escalation paths, KPIs and service‑quality metrics.
• Introduce external best practices and lessons learned from prior large‑scale customer operations.
• Support organizational readiness through change management, stakeholder alignment and capability building.

Required profile

• Former senior executive (C‑suite or direct report) or consultant with extensive experience in large‑scale customer operations, preferably in energy, utilities or a comparable regulated sector.
• Strong background in customer service, onboarding, payments, collections, complaints management and digital customer channels.
• Proven ability to design and implement customer‑centric operating models spanning front‑office, back‑office and regional teams.
• Track record of leading large‑scale transformation programmes, including digital migration, CRM rollout, systems integration and business separation.
• Deep understanding of SLAs, governance frameworks, handoffs, escalation management, KPIs and service‑quality controls.
• Comfortable acting as a trusted advisor to senior leadership within a newly established function.