Head of AI-Enabled Customer Experience - Dubai
2 days ago
Job description
We're hiring a
Customer Experience & Retention Lead
to take full ownership of the customer care and retention function across a fast-growing digital brand. This is a strategic, high-impact leadership role for someone who sees Customer Experience not as a support function but as a growth engine.You will build and scale an
AI-enabled CX ecosystem
designed to improve retention, reduce churn, and transform customer care from a reactive cost centre into a measurable commercial lever.
Fluency in English is essential, and Italian language skills are highly valued
, as you'll be supporting a multi-market customer base and collaborating closely with international stakeholders.
The Mandate
• Build a scalable, AI-powered CX operation
• Improve retention and reduce preventable churn
• Implement automation and workflow optimisation
• Own CX KPIs and reporting
• Lead and upskill a growing CX team
This is both
hands-on and managerial
. You will structure processes, implement automation, manage escalations, and design retention frameworks — while leading a small team and reporting directly to founders.
Key Responsibilities
AI-Enabled CX Operations
• Own all CX channels (tickets, email, chat, DMs)
• Design and implement AI-assisted workflows (automation, macros, chatbot logic, triage systems)
• Improve response quality, tone, and speed through structured QA
• Handle complex and high-impact escalations
Retention & Churn Reduction
• Own retention metrics across subscription and e-commerce models
• Identify churn drivers and design corrective retention flows
• Partner with marketing and product to optimise onboarding, payment recovery, winback and post-purchase journeys
• Translate customer feedback into structured growth initiatives
Policies, Processes & Automation
• Define clear policies for refunds, returns, escalations and exceptions
• Build scalable playbooks and knowledge bases
• Standardise workflows across subscription and DTC models
• Lead automation initiatives to reduce manual workload
Team Leadership
• Lead and coach a CX team (2–3 team members)
• Shift mindset from reactive support to proactive retention
• Manage workload, performance and KPI delivery
• Build AI fluency within the team
KPI & Analytics Ownership: You will define and track:
• SLA and first response time
• CSAT
• Backlog and productivity
• Retention rate and preventable churn
• LTV impact of CX initiatives
You'll deliver clear, data-driven reporting to founders and translate insights into structural improvements.
What We're Looking For
8+ years' experience in Customer Experience / Customer Care within digital or consumer businesses
Proven team leadership experience
Strong ownership mindset with decision-making autonomy
Experience implementing automation or AI tools within CX
Process-driven and data-oriented approach
Comfortable operating in high-volume, fast-paced environments
Fluent English (Italian a plus)
Experience with platforms such as Zendesk, Gorgias, Intercom or similar
Highly Desirable
• Experience within subscription businesses and/or DTC e-commerce
• Exposure to lifecycle marketing and retention strategy
• Experience in high-growth or scaling environments
• Strong understanding of churn, LTV and retention economics
What This Role Is Not
Not a junior or first-time manager position
Not limited to answering tickets
Not an administrative or HR function
This is a strategic ownership role.
Why Join?
• Leadership visibility across two scaling brands
• Direct impact on retention, profitability and customer lifetime value
• Opportunity to build a modern, AI-driven CX function from the ground up
• Competitive compensation aligned with market standards
If you are commercially minded, operationally strong, and excited by building AI-enabled systems that drive measurable retention impact — we'd love to hear from you.
Apply directly
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