Head of AI-Enabled Customer Experience

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

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.

• 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

• SLA and first response time
• 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.

• 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
• Experience with platforms such as Zendesk, Gorgias, Intercom or similar

• Experience with in 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

• 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.