Customer Experience Manager

Prenetics

7h

About The Position

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.

Requirements

• 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

Nice To Haves

• 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)

Responsibilities

• Global Team Leadership
• Service Performance
• Retention & Commercial Impact
• VIP & Premium Experience
• Scalability & Infrastructure

What This Job Offers

• Job Type: Full-time
• Career Level: Manager
• Education Level: No Education Listed