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