Senior Advisor – Customer Service & Retail Transformation

About the role

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

Key responsibilities

• Advise the SVP Retail on strategy and operations as the function is stood up.
• Shape a target operating model that aligns front‑office, back‑office and regional teams around the customer.
• Strengthen customer operations covering onboarding, payments, collections, complaints and digital channels.
• Drive large‑scale transformation initiatives such as digital migration, CRM implementation and systems integration.
• Embed governance structures, SLAs, handoffs, escalation paths, KPIs and service‑quality controls.
• Introduce external best practices from prior large‑scale customer‑operations leadership roles.
• Support change‑management, stakeholder alignment and capability building within the new Retail function.

Required profile

• Former senior executive (C‑suite or direct report) or consultant with large‑scale customer‑operations experience, preferably in energy, utilities or a comparable regulated sector.
• Strong background in customer service, onboarding, payments, collections, complaints management and digital customer channels.
• Proven experience designing and implementing customer‑centric operating models across front‑office, back‑office and regional teams.
• Track record of leading transformation programmes including digital migration, CRM roll‑outs and systems integration.
• Deep understanding of SLAs, governance frameworks, handoffs, escalation management, KPIs and service‑quality controls.
• Comfort operating as a trusted advisor to senior leadership in a newly established function.
• Willingness to relocate to Riyadh on a full‑time, on‑site basis for at least six months.

Required skills

• Service quality controls
• Digital migration
• Payments
• CRM implementation
• Governance frameworks
• Digital customer channels
• Handoffs
• Escalation management
• KPIs
• Customer service onboarding
• Complaints management
• Collections
• SLAs
• Systems integration