Head of AI-Enabled Customer Experience - Dubai
3 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.
- 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
You will structure processes, implement automation, manage escalations, and design retention frameworks — while leading a small team and reporting directly to founders.
Key ResponsibilitiesAI-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
- 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
- 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
- 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
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
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.
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