# Senior Advisor - Customer Service & Retail Transformation

**Company:** [Brainlake Advertising LLC](null/companies/1Ks6bzaW1zFF62Xr7snSZ6.md)
**Location:** Abu Dhabi, United Arab Emirates
**Workplace:** on site
**Employment type:** Contract

[Apply for this job](null/view/438d62fc-863c-4871-ba2c-16cb3c7ceea8)

## Description

On behalf of our client, we are seeking a **Senior Advisor** to be embedded **on-site in Riyadh**, reporting directly to the Senior Vice President of Retail. This is a hands-on advisory role for a former senior executive or consultant who has led or advised on large-scale customer operations, ideally within energy, utilities, telecom, or a comparable high-volume, regulated business and who can bring immediate credibility and practical expertise to a newly formed leadership team.

The successful candidate will provide strategic and operational guidance on building 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 the transformation agenda through digital migration, CRM and systems integration.

**What You’ll Do**

**❏ Advise the SVP Retail** - Serve as a trusted senior advisor to the Senior Vice President of Retail, providing strategic and operational counsel as the function is stood up.

**❏ Shape the Target Operating Model** - Support the design of a customer-centric operating model across front-office, back-office, and regional teams.

**❏ Strengthen Customer Operations** - Provide expert guidance on customer service, onboarding, payments, collections, complaints management, and digital channels.

**❏ Drive Transformation** - Support delivery of large-scale transformation initiatives, including digital migration, CRM, systems integration, and business separation activities.

**❏ Embed Governance & Controls** - Help establish SLAs, governance structures, handoffs, escalation paths, KPIs, and service quality controls.

**❏ Bring External Best Practice** - Share lessons learned and leading practices from prior large-scale customer operations leadership roles.

**❏ Support Organizational Readiness** - Contribute to change management, stakeholder alignment, and capability building within the new Retail function.

## Requirements

**❏** Former senior executive (C-suite or direct report to C-suite) or consultant with large-scale customer operations experience, ideally from energy, utilities, or another industry with comparable high-volume, regulated operations.

**❏** 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 (unbundling or carve-out experience is a strong plus).

**❏** 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.

**You’re Our Match If You Have**

**❏** Senior executive experience leading large-scale customer operations, ideally in energy, utilities, or a comparable regulated, consumer-facing industry.

**❏** A 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.

**❏** Experience advising or operating at senior leadership level, with the gravitas to engage credibly with a Senior Vice President and their leadership team.

**❏** The flexibility and willingness to relocate to Riyadh on a full-time, on-site basis for a minimum of six months.

**Bonus Points If You Have Experience With**

**❏** Business separation, carve-out, or unbundling programs in a regulated utility or similar sector.

**❏** Retail operations specifically within the energy/utilities sector.

**❏** Large-scale CRM or digital customer platform implementations.

**❏** Advising government-linked or newly formed entities during organizational stand-up.

**❏** Working across the GCC.