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.