Customer Experience Manager

Prenetics (NASDAQ: PRE) is a leading health sciences company with a focus on consumer health. The company went public on NASDAQ in 2022 and continues to pioneer innovative solutions in consumer health.

IM8 is our newest venture, a next-generation health and wellness brand co-founded with global icon David Beckham. Launched in 2024, IM8 has become one of the fastest-growing supplement brands in the world within just six months.

Role Overview

The Customer Experience Manager will lead IM8’s global frontline CX operation and play a key role in designing the next stage of our service model as we scale.

This role owns the Service Delivery pillar within Customer Experience — overseeing team performance, service quality, operational infrastructure, and frontline retention impact — while helping evolve what “premium wellness service” means at IM8.

We are looking for a leader who can both operate within structure and contribute to building it. Someone who sees CX not just as execution, but as a strategic lever for retention, loyalty, and long-term growth.

Key Responsibilities

• Global Team Leadership
• Lead and develop a 10+ global team across multiple time zones (with planned expansion)
• Establish performance standards, coaching frameworks, and career progression pathways
• Build a high-accountability, high-development culture
• Lead structured onboarding, training, and continuous development programs to elevate capability, consistency, and leadership readiness across the team.
• Partner with BPO providers to maintain quality and operational alignment
• Continuously assess and refine team structure as we scale
• Service Performance
• Own frontline performance metrics, including (but not limited to):
• CSAT
• First Contact Resolution (FCR)
• SLA adherence
• Agent productivity
• Messages per Ticket (MPT)
• Escalation rates
• Own and optimise the CX tech stack (e.g., Gorgias, Shopify, automation and AI tools), ensuring systems are configured to support efficiency, visibility, and scalable growth.
• Evolve reporting frameworks and dashboards as the operation matures
• Drive continuous improvement across workflows, tooling, and automation
• Identify operational risks and proactively implement mitigation strategies
• Collaborate on the development and refinement of scalable SOPs and playbooks
• Retention & Commercial Impact
• Partner with CX and key stakeholders to reduce churn and increase LTV
• Translate frontline insights into actionable commercial recommendations
• Support the development of proactive service and lifecycle engagement strategies
• Ensure service interactions support broader retention and revenue objectives
• Contribute to evolving how CX directly influences commercial outcomes
• VIP & Premium Experience
• Operationally support and optimise IM8’s VIP framework
• Help define service standards for high-value members
• Ensure differentiated handling where appropriate
• Contribute ideas to elevate the premium member experience over time
• Scalability & Infrastructure
• Contribute to the design of a scalable global service model
• Support workforce planning in line with growth forecasts
• Ensure automation, AI, and tooling are leveraged effectively
• Help evolve the operating model as complexity increases

Key KPIs (Initial Focus)

The following represent core areas of accountability; specific targets will be agreed in alignment with company growth plans:

• CSAT
• SLA adherence
• Agent productivity
• Service-attributed churn reduction
• Retention uplift from proactive initiatives
• Team engagement and development metrics

Required Experience & Skills

• 5+ years in high-growth D2C, e-commerce, or subscription environments
• 3+ years leading team leads or managers
• Experience scaling frontline CX operations
• Strong understanding of CX metrics and operational levers
• Demonstrated ability to use data to drive improvement
• Commercial awareness and understanding of retention economics
• Excellent communication skills
• Experience managing global teams across time zones

Preferred Experience

• Subscription or wellness category exposure
• Experience with AI-driven CX tools and automation
• Exposure to VIP, loyalty, or premium service design
• Advanced CX platform experience (e.g., Gorgias, Zendesk)
• Leadership Competencies
• High standards with balanced pragmatism
• Strategic thinker with strong execution capability
• Strong coaching and team development orientation
• Builder mindset — comfortable evolving structure while operating within it
• Comfortable operating in high-growth, fast-changing environments

You Must Be AI-Native

Active, fluent daily AI tool usage is mandatory, not optional. We expect you to be embedding AI into every workflow you touch on day one.

Beat Claude Challenge

Shortlisted candidates complete a role-specific assignment, scored against a baseline we generate using Claude — same data, blind review. To advance, your thinking needs to be better than what the best AI produces. Ties don't advance.

Want to stand out? Head to our GitHub repo and submit your Beat Claude challenge: https://github.com/Prenetics/beat-claude