Head of Customer Experience & Customer Service

The region's most trusted online shopping destination for mothers. Built by parents, for parents.

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.

Agenti...