Senior Advisor - Customer Service & Retail Transformation

About the role

We are looking for a Senior Advisor to join our client’s newly created Retail function in Riyadh. Reporting directly to the Senior Vice President of Retail, you will provide hands‑on strategic and operational guidance to build a customer‑centric organization from the ground up.

Key responsibilities

• Advise the SVP Retail on the design and implementation of the target operating model across front‑office, back‑office and regional teams.
• Shape customer service processes, including onboarding, payments, collections, complaints handling and digital channel management.
• Support large‑scale transformation initiatives such as digital migration, CRM deployment and systems integration.
• Establish governance frameworks, SLAs, KPIs and escalation paths to ensure service quality.
• Introduce external best practices and lessons learned from previous high‑volume, regulated industries.
• Drive change management, stakeholder alignment and capability building within the new Retail function.

Required profile

• Former senior executive (C‑suite or direct report) or senior consultant with extensive experience in large‑scale customer operations, preferably in energy, utilities, telecom or a similar regulated sector.
• Proven track record designing and implementing customer‑centric operating models that span front‑office, back‑office and field teams.
• Demonstrated success leading transformation programmes that include digital migration, CRM implementation and systems integration.
• Strong knowledge of customer service, onboarding, payments, collections, complaints management and digital channels.

Required skills

• CRM platforms