Senior Advisor Customer Service & Retail Transformation

About the Role

Brainlake Advertising LLC is seeking a Senior Advisor - Customer Service & Retail Transformation to work full-time in Riyadh. This role involves being embedded on-site with a client, reporting directly to the Senior Vice President of Retail. The position is designed for a former senior executive or consultant who has experience leading or advising on large-scale customer operations.

Role Context and Impact

This is a hands-on advisory role focused on providing strategic and operational guidance to a newly formed leadership team. The Senior Advisor will support the client in building a customer-centric Retail organization from the ground up. This includes shaping the target operating model, enhancing service delivery across various teams, and supporting transformation initiatives such as digital migration, CRM, and systems integration. Ideal candidates will bring immediate credibility and practical expertise, particularly from energy, utilities, telecom, or comparable high-volume, regulated business environments.

Key Responsibilities

• Serve as a trusted senior advisor to the Senior Vice President of Retail, offering strategic and operational counsel during the establishment of the function.
• Support the design of a customer-centric operating model for front-office, back-office, and regional teams.
• Provide expert guidance on customer service, onboarding processes, payments, collections, complaints management, and digital channels.
• Support the delivery of large-scale transformation initiatives, including digital migration, CRM implementation, systems integration, and business separation activities.
• Assist in establishing Service Level Agreements (SLAs), governance structures, handoffs, escalation paths, Key Performance Indicators (KPIs), and service quality controls.
• Share lessons learned and leading practices from previous large-scale customer operations leadership roles.
• Contribute to change management, stakeholder alignment, and capability building within the new Retail function.

Qualifications and Experience

• Experience: 0-1 years, specifically as a former senior executive or consultant.
• Demonstrated experience in leading or advising on large-scale customer operations.
• Background in energy, utilities, telecom, or a comparable high-volume, regulated business is preferred.
• Ability to provide immediate credibility and practical expertise to a leadership team.

Work Environment

This is a full-time position based in Riyadh, requiring on-site presence and direct integration with the client's team.

Application Process

Further details regarding the application process will be provided upon inquiry. Salary for this position will be disclosed during the interview process.