Role Overview:

Mumzworld is one of the region's largest platforms for mothers, babies, and children. Customer and vendor experience is one of our richest, most operationally complex, and least optimised functions. We are not hiring someone to run it. We are hiring an operator to build it from first principles as an AI-native venture inside the business.

You will own the operating model and the economics of Customer Success, Customer Experience, Vendor Experience, and Vendor Operations. You will define the model, stand up the teams and tooling, validate the unit economics, and scale across markets, languages, and channels. Think of it as founding a company whose only customer is Mumzworld, with the platform, capital, and data of an established business behind you.

This is a rare fit for a high-calibre operator leaving strategy consulting (MBB or equivalent), private equity, or a founding or general-management role, who wants to build and own rather than advise, and who wants a clear line of sight to permanent P&L leadership.

Why this is a genuine builder's problem, not a management seat

• Blank page. There is no fixed playbook to inherit. You will diagnose the system, form a thesis, and build the operating model that proves it.

• Economics, not activity. You own the cost-to-serve, the contact economics, and the value CS contributes back to conversion, retention, and lifetime value, not just an activity budget.

• AI-native by design. Nothing here is bolted on. AI, automation, and agents are designed into the operating model from day one, which is only possible if you build the model yourself.

• Cross-functional leverage. The function touches logistics, fulfilment, product, catalogue, commercial, marketplace, and tech. You will move all of them with data and clarity.

What you will build and own

1. The customer service engine

Design and stand up CS operations across markets, channels, and languages (Arabic and English) rather than only running them. Build the channel and sourcing model across chat, WhatsApp, email, phone, social, escalations, and CS-assisted sales, including the in-house versus BPO mix and the routines, workforce management, QA, and governance behind it. Own the KPI architecture from zero: SLA, AHT, first contact resolution, quality, productivity, backlog, escalation rate, contact rate, and cost per contact.

2. Vendor operations and vendor experience

Design, build, and scale onboarding, performance governance, and communication loops for our ecosystem of brand partners, merchants, and marketplace sellers. Establish vendor SLA architecture from scratch across order confirmation times, first-mile fulfilment speed, packaging quality, inventory accuracy, and returns. Track and optimise vendor health metrics such as stockout rates, cancellation rates, and reconciliation disputes to remove upstream friction and improve catalogue reliability.

3. The voice of customer engine, instrumented from zero

Build the measurement and VoC engine across NPS, CSAT, reviews, complaints, and sentiment, turning feedback into quantified, prioritised, fixable actions. Trace and fix root causes across CS, logistics, fulfilment, product, catalogue, commercial, marketplace, marketing, and tech, improving the full journey from browse and checkout to delivery, returns, refunds, and repeat purchase.

4. AI-native optimisation, the spine of the build

Architect AI in from the outset, designing automation, AI agents, and agent-assist into the operating model rather than layering them onto legacy processes. Target high-volume, repetitive, manual workflows with Product, Tech, Data, and AI partners, and drive real frontline adoption rather than launch-and-leave. Prove impact continuously through deflection rate, automation accuracy, AHT reduction, manual workload reduction, cost per contact, and CSAT.

5. Data, governance, and cross-functional leadership

Build executive visibility from scratch: dashboards, the daily, weekly, and monthly cadence, root-cause reviews, and campaign-readiness checks. Represent the customer across Operations, Logistics, Fulfilment, Product, Tech, Commercial, Marketplace, Catalogue, Marketing, and Growth, translating data into clear leadership narratives and decisions.

What we are looking for

We are hiring for raw problem-solving and building ability first, and functional depth second. The non-negotiables:

• Structured problem-solver. A track record of solving hard, ambiguous problems from first principles and turning analysis into a model that ships and holds up in the real world.

• 0-to-1 builder. You have stood something up from a blank page or driven a step-change, and you are comfortable creating structure where none exists.

• Owns the economics. You think in unit economics and cost-to-serve, and you optimise for outcomes and value, not effort.

• Data-driven and influential. You diagnose with data, prioritise ruthlessly, and move other teams with facts, clarity, and persistence.

Strongly preferred, or the demonstrated ability to acquire it fast:

• Exposure to CS operations, CX, VX and/or customer/vendor operations, and the KPI, WFM, QA, BPO, and governance mechanics of a service function. Deep tenure is not required if you can partner with or hire the operational depth beneath you.

• Experience in e-commerce, marketplaces, digital platforms, retail, logistics, or tech-enabled businesses.

• Fluency in CRM, chatbots, agent-assist, knowledge bases, workflow automation, and AI agents, with a clear, honest view of where AI genuinely improves a service operation and where it does not.

• Experience building or managing multilingual operations, especially Arabic and English.

How we will measure the first 18 months

• Phase 1, build. Signed-off operating model and build plan, then a live function with teams, tooling, a working VoC engine, first AI agents adopted, and executive reporting in place.

• Phase 2, run. SLA, AHT, productivity, backlog, quality, and cost per contact under control; first contact resolution up, escalations down; shrinkage, adherence, and attrition healthy.

• Phase 3, optimise. CSAT, NPS, and sentiment up and complaints down; contact rate and contacts per gross order down; measurable reduction in root-cause pain across logistics, product, catalogue, commercial, marketplace, and tech.

• Throughout, AI and value. Automation adoption, deflection rate, AI accuracy, and manual workload reduction, alongside CS contribution to assisted sales, conversion, retention, and lifetime value.

What is on offer

• Trajectory. A Director-level mandate with a defined path to broader venture and P&L leadership, earned against the build.

• Ownership. Participation in the long-term incentive plan, so you share in the value you create.

• Access. Direct exposure to the CEO, the executive team, and the board, with the mandate and air cover to build.

Why this role matters

This is not about managing a support team. It is about building, from first principles, an AI-native customer engine that listens, fixes root causes, and makes service faster, smarter, and more human. You will own the daily machine, represent the voice of the customer across the company, and lead the agentification of one of Mumzworld's most operationally rich functions.

What You Will Need:

• 8 to 12+ years in CS operations, CX, customer operations, or support leadership, with proven experience building or rebuilding a function, not only running a mature one.

• A track record of standing functions up from scratch or scaling them through a step change, ideally in e-commerce, marketplaces, digital platforms, retail, logistics, or tech-enabled businesses.

• Experience building and managing multilingual operations, especially Arabic and English.

• Deep command of CS KPIs, WFM, QA, BPO management, team-leader structures, and governance, with the judgment to design these from a blank page.

• Strong grounding in NPS, CSAT, Voice of Customer, complaint analysis, journey improvement, and cross-functional CX delivery.

• Hands-on fluency in CRM, chatbots, agent-assist, knowledge bases, workflow automation, and AI agents, with a clear view on where AI genuinely optimizes a service operation and where it does not.

Mindset & Skills:

• Founder mindset: owns the outcome and the economics, not just the activity.

• Builder in ambiguity: creates structure where none exists, ships, measures, and iterates without waiting for perfect tools.

• AI-native and practical: opinionated about automation and bottom-up redesign, realistic about what AI can and cannot do.

• Operationally strong: runs the daily machine with discipline while building the future one, going deep into tickets, workflows, and dashboards.

• Data-driven and cross-functional: diagnoses and prioritizes with data, and moves other teams with facts, clarity, and persistence.

Success Metrics:

• Build milestones: signed-off operating model and build plan, then a live function with teams, VoC engine, tooling, first AI agents adopted, and executive reporting in place.

• SLA, AHT, productivity, backlog, quality, and cost per contact; first contact resolution up, escalations down.

• CSAT, NPS, and sentiment up, complaints down; contact rate and contacts per gross order down.

• Shrinkage, adherence, attrition, and team-leader coaching effectiveness.

• Automation adoption, deflection rate, AI accuracy, and manual workload reduction.

• Measurable reduction in customer pain points across logistics, product, catalogue, commercial, marketplace, and tech, and CS contribution to assisted sales, conversion, retention, and lifetime value