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