Brainlake Advertising LLC
Senior Advisor - Customer Service & Retail Transformation
full timeseniorDubai, UAEYesterday
60,000-100,000 AED/mo
Executive & ManagementJob 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.
Responsibilities
Advise the SVP Retail - serves as a trusted senior advisor providing strategic and operational counsel as the function is stood up. Shape the Target Operating Model - support 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 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.
Skills Required
CRM implementationdigital migrationsystems integrationcustomer serviceonboardingpaymentscollectionscomplaints managementdigital channelsservice level agreements (SLAs)governance frameworksKPIschange managementstakeholder alignmentcapability building
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