Head of Customer Experience & Customer Service

Role Overview:
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:
1. 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.

2. Customer Experience / CXP

• 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.

3. Agentification AI & Automation

• 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.
  
  4. 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.

What You Will Need:

• 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.

Mindset & Skills:

• 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.

Success Metrics:

• 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

Why This Role Matters
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 Mumzworlds most operationally rich functions.