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

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Lead and develop a 10+ global team across multiple time zones (with planned expansion)

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Establish performance standards, coaching frameworks, and career progression pathways

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Build a high-accountability, high-development culture

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Lead structured onboarding, training, and continuous development programs to elevate capability, consistency, and leadership readiness across the team.

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Partner with BPO providers to maintain quality and operational alignment

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Continuously assess and refine team structure as we scale

1. Service Performance

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Own frontline performance metrics, including (but not limited to):

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CSAT

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First Contact Resolution (FCR)

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SLA adherence

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Agent productivity

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Messages per Ticket (MPT)

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Escalation rates

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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.

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Evolve reporting frameworks and dashboards as the operation matures

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Drive continuous improvement across workflows, tooling, and automation

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Identify operational risks and proactively implement mitigation strategies

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Collaborate on the development and refinement of scalable SOPs and playbooks

1. Retention & Commercial Impact

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Partner with CX and key stakeholders to reduce churn and increase LTV

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Translate frontline insights into actionable commercial recommendations

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Support the development of proactive service and lifecycle engagement strategies

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Ensure service interactions support broader retention and revenue objectives

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Contribute to evolving how CX directly influences commercial outcomes

1. VIP & Premium Experience

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Operationally support and optimise IM8’s VIP framework

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Help define service standards for high-value members

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Ensure differentiated handling where appropriate

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Contribute ideas to elevate the premium member experience over time

1. Scalability & Infrastructure

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Contribute to the design of a scalable global service model

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Support workforce planning in line with growth forecasts

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Ensure automation, AI, and tooling are leveraged effectively

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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:

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CSAT

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SLA adherence

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Agent productivity

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Service-attributed churn reduction

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Retention uplift from proactive initiatives

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Team engagement and development metrics

Required Experience & Skills

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5+ years in high-growth D2C, e-commerce, or subscription environments

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3+ years leading team leads or managers

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Experience scaling frontline CX operations

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Strong understanding of CX metrics and operational levers

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Demonstrated ability to use data to drive improvement

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Commercial awareness and understanding of retention economics

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Excellent communication skills

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Experience managing global teams across time zones

Preferred Experience

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Subscription or wellness category exposure

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Experience with AI-driven CX tools and automation

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Exposure to VIP, loyalty, or premium service design

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Advanced CX platform experience (e.g., Gorgias, Zendesk)

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Leadership Competencies

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High standards with balanced pragmatism

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Strategic thinker with strong execution capability

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Strong coaching and team development orientation

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Builder mindset — comfortable evolving structure while operating within it

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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