Fox Talent are hiring Director of CX for an online platform. The CX Director comes with strategic transformation experience to take full ownership the customers experience from start to finish. Someone who genuinely cares about customer experience.
The role involves leading and building a top tier customer experience function focused on long term value and loyalty.
Responsibilities:
- Define and lead the global customer care strategy in line with company goals
- Build and scale a high-performing, multi-market support team and continuously improve performance
- Oversee day-to-day operations across all communication support channels
- Implement and optimise CRM/CX tools and integrate self service support AI solutions
- Design clear processes, SLAs, and escalation frameworks
- Ensure a consistent tone of voice and brand experience across every interaction
- Work closely with Product, Tech, and Marketing to improve the full customer journey
- Use customer data and feedback to identify issues and drive product and operational improvements
- Hire, develop, and lead a global CX leadership team
- Create a strong service culture built on ownership, empathy, and accountability
- Deliver training programmes for all customer-facing teams
- Turn customer care into a true data and insight function
- Build reporting frameworks and dashboards that surface trends, risks, and opportunities
- Provide clear, actionable insights to senior leadership
- Ensure customer data directly informs business decisions and roadmap priorities
- Own budgets, resourcing, and overall CX infrastructure
- Continuously evolve the function into a scalable, high-impact operation
What we're looking for
- 10+ years in CX, service operations strategy
- Experience scaling customer care across multiple markets
- Background in fast-paced digital environments
- Strong understanding of CRM systems, automation, and CX analytics
- Confident communicator with strong leadership skills
- Fluent in English (Arabic is a huge plus)
