Customer Experience Manager Full Time

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

1. 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

2. 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

3. 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

4. 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

5. 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

Why This Matters

This role is not static.

As IM8 scales, so will the scope, complexity, and opportunity within Service Delivery. The successful candidate will play a key part in shaping how CX evolves over the next phase of growth.

Tagged as: customer support