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. Originally posted on Himalayas