Senior Advisor Customer Service & Retail Transformation

About the Role

Brainlake is seeking a Senior Advisor, Customer Service & Retail Transformation, to work on-site in Riyadh, Saudi Arabia. This contract position involves reporting directly to the Senior Vice President of Retail and providing hands-on advisory support to a newly formed leadership team. The role is suited for a former senior executive or consultant with over 10 years of experience who has led or advised on large-scale customer operations, ideally within energy, utilities, telecom, or comparable high-volume, regulated businesses.

Role Context and Purpose

The successful candidate will provide strategic and operational guidance to establish a customer-centric Retail organization from its foundational stages. This includes shaping the target operating model, enhancing service delivery across front-office, back-office, and regional teams, and supporting the broader transformation agenda through initiatives such as digital migration, CRM implementation, and systems integration.

Key Responsibilities

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

Qualifications and Experience

• Over 10 years of experience as a senior executive (C-suite or direct report to C-suite) or consultant with large-scale customer operations experience.
• Experience in energy, utilities, or another industry with comparable high-volume, regulated operations is preferred.
• Strong background in customer service, onboarding, payments, collections, complaints management, and digital customer channels.
• Demonstrated experience in designing and implementing customer-centric operating models across front-office, back-office, and regional/field teams.
• Proven track record leading large-scale transformation programs, including digital migration, CRM implementation, and systems integration.
• Experience with business separation, unbundling, or carve-out programs is a strong advantage.
• Strong understanding of SLAs, governance frameworks, handoffs, escalation management, KPIs, and service quality controls.
• Comfortable operating as a trusted advisor to senior executive leadership within a newly established function.

Desired Attributes

• A track record of building or transforming customer-centric organizations from the ground up.
• Deep expertise across the customer journey, including service, onboarding, payments, collections, complaints, and digital engagement.
• Experience advising or operating at a senior leadership level, with the ability to engage credibly with a Senior Vice President and their leadership team.
• Flexibility and willingness to relocate to Riyadh on a full-time, on-site basis for a minimum of six months.

Additional Experience

• Experience with retail operations specifically within the energy/utilities sector.
• Experience advising government-linked or newly formed entities during organizational stand-up.
• Working across the GCC region.