Customer Communication & Customer Experience Director

About the role

We are looking for an experienced leader to drive transformation of our customer service operations across multiple retail brands, e‑commerce platforms and international markets. The role will ensure operational excellence, consistent service quality and a seamless support experience.

Key responsibilities

• Lead and manage multi‑country, multilingual contact centre operations across inbound/outbound calls, live chat, WhatsApp, email, social media and AI‑powered conversational platforms.
• Drive operational excellence for e‑commerce support processes such as order inquiries, delivery tracking, cancellations, returns, refunds and complaint resolution.
• Establish and continuously improve performance standards using KPIs like CSAT, SLA, FCR, abandonment rate, resolution time and cost per order.
• Lead technology transformation including chatbots, voicebots, conversational AI, intelligent routing and self‑service automation.
• Manage internal teams and outsourced BPO partners, overseeing workforce planning, capacity management, quality assurance and cost optimisation.
• Develop and control operational budgets, vendor contracts and productivity improvement initiatives.
• Collaborate with e‑commerce, retail operations, logistics, technology and brand teams to resolve customer‑facing issues.
• Build scalable operating models to support growth across brands, channels and markets.

Required profile

• Minimum 15 years of experience in customer service, call centre operations or related functions, with proven retail and e‑commerce expertise.
• At least 7 years of leadership managing large‑scale, multi‑channel customer service organisations.
• Direct experience managing international, multi‑country, multilingual contact centre operations.
• Strong analytical, financial and data‑driven decision‑making skills.
• Fluent English and a bachelor’s degree in Business Administration, Engineering or a related discipline.

Required skills

• Contact centre technologies: CRM, IVR, ticketing systems.
• AI‑driven solutions: chatbots, voicebots, conversational AI, intelligent routing, self‑service automation.
• Workforce management, quality assurance and BPO governance.
• E‑commerce processes: order management, fulfillment, delivery, returns, refunds and post‑purchase support.