Head of Customer Experience & Customer Service Full Time NEW

Mumzworld is looking for a strong, hands-on Head of Customer Experience & Customer Service to lead and transform our customer function across multiple markets, languages, and channels.

This is not a pure strategy role. We need someone who can manage daily operations, diagnose customer pain points, and build the future of customer service at the same time.

The role has three core pillars:

Customer Service Operations:

Run the customer service machine with excellence, efficiency, quality, cost discipline, and strong KPI ownership.

Customer Experience / CXP:

Act as the voice of the customer across the company, using NPS, CSAT, complaints, reviews, and service data to identify pain points and push root-cause fixes across departments.

Agentification & Automation:

Lead the transformation of CS and CXP workflows through AI agents, automation, agent-assist tools, and smarter processes.

What You Will Be Doing:2. Customer Experience / CXP3. Agentification, AI & AutomationWhat You Will Need:Mindset & Skills:Success Metrics:Why This Role Matters

• Customer Service Operations
• Lead customer service operations across multiple markets, channels, and languages, including Arabic and English.
• Own frontline and back-office performance across chat, WhatsApp, email, phone, social media, escalations, and CS sales.
• Manage in-house and BPO teams through strong operating routines, governance, workforce management, and performance discipline.
• Drive core CS KPIs: SLA, AHT, first contact resolution, quality, productivity, backlog, escalation rate, contact rate, and cost per contact.
• Build a high-performance culture across agents, team leaders, QA, WFM, and support teams, ensuring TLs coach agents rather than only manage queues.
• Own the measurement and improvement of customer happiness through NPS, CSAT, reviews, complaints, sentiment, and operational service data.
• Build a structured Voice of Customer engine that turns customer feedback into clear, quantified, and actionable priorities.
• Identify root causes behind poor customer experience across CS, logistics, fulfilment, product, catalogue, commercial, marketplace, marketing, and technology.
• Work cross-functionally to ensure customer pain points are not only reported, but actually fixed
• Improve the full customer journey from browsing and checkout to delivery, returns, refunds, escalations, and repeat purchase.
• Lead the agentification agenda within Customer Service and Customer Experience, starting from real workflows and operational pain points.
• Identify manual, repetitive, and high-volume workflows that can be automated through AI agents, rule-based automation, and agent-assist tools.
• Partner with Product, Tech, Data, and AI teams to design practical solutions that reduce manual work and improve speed, accuracy, and consistency.
• Drive adoption of AI tools across frontline teams, ensuring tools are embedded into daily routines and not just launched.
• Measure impact through deflection rate, automation accuracy, AHT reduction, manual workload reduction, cost per contact improvement, and customer satisfaction.
• Data, Governance & Cross-Functional Leadership
• Build clear executive visibility on CS and CX performance, risks, opportunities, and required interventions.
• Run strong daily, weekly, and monthly operating routines, including performance reviews, root-cause reviews, and campaign readiness checks.
• Translate data into clear narratives for leadership, showing what is improving, what is broken, and where action is needed.
• Work closely with Operations, Logistics, Fulfilment, Product, Tech, Commercial, Marketplace, Catalogue, Marketing, and Growth teams.
• Represent the customer in leadership discussions with facts, judgment, and practical recommendations.
• 8 to 12+ years of experience in customer service operations, customer experience, customer operations, or customer support leadership.
• Proven experience managing large CS teams across multiple markets, ideally in e-commerce, marketplaces, digital platforms, retail, logistics, or tech-enabled businesses.
• Strong experience managing multilingual teams, especially Arabic and English support operations.
• Deep knowledge of CS KPIs, workforce management, quality assurance, BPO management, team leader structures, and operational governance.
• Strong exposure to NPS, CSAT, Voice of Customer, complaint analysis, customer journey improvement, and cross-functional CX projects.
• Practical understanding of CRM systems, chatbots, agent-assist tools, knowledge bases, workflow automation, AI agents, and customer service automation.
• Operationally strong: Runs the daily CS machine with discipline, structure, and accountability.
• Customer-first: Identifies what creates customer frustration and pushes the business to fix
• Builder mindset: Creates structure in a messy environment without waiting for perfect tools or systems.
• Agentification mindset: Practical about AI, automation, and bottom-up workflow redesign.
• Data-driven: Uses data to diagnose problems, prioritize actions, and measure impact.
• Hands-on leader: Goes deep into tickets, workflows, dashboards, agent behavior, and customer complaints.
• Cross-functional influencer: Pushes other teams with facts, clarity, and persistence.
• SLA, AHT, productivity, backlog, quality, and cost per contact improvement
• First contact resolution and escalation reduction CSAT, NPS, sentiment, and complaint reduction Contact rate / contacts per gross order improvement
• Shrinkage, adherence, attrition, and team leader coaching effectiveness
• Automation adoption, deflection rate, AI accuracy, and manual workload reduction
• Measurable reduction in key customer pain points across logistics, product, catalogue, commercial, marketplace, and tech
• CS contribution to assisted sales, conversion, retention, and customer lifetime value

Customer service is one of the strongest trust builders for mothers and families. At Mumzworld, this role is not only about managing a support team. It is about building a customer experience engine that listens to customers, fixes root causes, and uses AI to make service faster, smarter, and more human.

You will own the daily service machine, represent the voice of the customer across the company, and lead the agentification of one of Mumzworld’s most operationally rich functions.