Senior Advisor - Customer Service & Retail Transformation

Role Overview

Senior Advisor - Customer Service & Retail Transformation at Brainlake Advertising, embedded on-site in Riyadh reporting directly to the Senior Vice President of Retail.

Role Purpose

Provide strategic and operational guidance to build 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 large-scale transformation initiatives through digital migration, CRM, and systems integration.

Key Responsibilities

Advisory & Leadership Support

• Serve as a trusted senior advisor to the Senior Vice President of Retail, providing strategic and operational counsel as the function is stood up.
• Operate as a trusted advisor to senior executive leadership within a newly established function.

Operating Model & Design

• Support the design of a customer-centric operating model across front-office, back-office, and regional teams.
• Shape the target operating model for the newly formed Retail organization.

Customer Operations

• Provide expert guidance on customer service, onboarding, payments, collections, complaints management, and digital channels.
• Strengthen customer operations across all service delivery channels.

Transformation & Implementation

• Support delivery of large-scale transformation initiatives, including digital migration, CRM implementation, systems integration, and business separation activities.
• Drive transformation agenda execution.

Governance & Controls

• Establish SLAs, governance structures, handoffs, escalation paths, KPIs, and service quality controls.
• Embed governance frameworks and service quality controls within the organization.

Best Practice & Capability

• Share lessons learned and leading practices from prior large-scale customer operations leadership roles.
• Contribute to change management, stakeholder alignment, and capability building within the new Retail function.

Qualifications & Experience

• Former senior executive at C-suite level or direct report to C-suite, or consultant with large-scale customer operations experience.
• Background ideally from energy, utilities, telecom, or comparable high-volume, regulated business.
• 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.
• Experience with business separation, carve-out, or unbundling programs in a regulated utility or similar sector is a strong plus.
• 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.

Skills & Competencies

• Strong understanding of SLAs, governance frameworks, handoffs, escalation management, KPIs, and service quality controls.
• Gravitas and credibility to engage at senior leadership level with a Senior Vice President and their leadership team.
• Large-scale CRM or digital customer platform implementation experience.
• Experience advising government-linked or newly formed entities during organizational stand-up.
• Experience working across the GCC.
• Retail operations expertise specifically within the energy/utilities sector.

Additional Information

• Full-time, on-site position in Riyadh for a minimum of six months.
• Flexibility and willingness to relocate required.