Role Overview:

Build and scale Mumzworld's AI-native customer engine from the ground up.

Mumzworld is hiring an Entrepreneur in Residence to design, build, and scale our Customer Success and Customer Experience function as an AI-native operation from day one. This is a builder's seat, not a steward's. You will treat CS and CXP as a venture inside the business: define the operating model, stand up the teams and tooling, prove the unit economics, and scale across markets, languages, and channels.

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. 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: chat, WhatsApp, email, phone, social, escalations, and CS sales, and the in-house versus BPO mix, with the operating routines, WFM, 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. 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, and improve the full journey from browse and checkout to delivery, returns, refunds, and repeat purchase.
  
  3. 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 bolting 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: deflection rate, automation accuracy, AHT reduction, manual workload reduction, cost per contact, and CSAT.

4. 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 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

Why This Role Matters

Customer service is one of the strongest trust builders for mothers and families. 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, with a defined path to permanent or venture leadership and participation in the long-term incentive plan.