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
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.