{"id":3953334,"url":"https://alion.io/job/prenetics-customer-experience-manager","title":"Customer Experience Manager","company":{"id":180418,"name":"Prenetics","domain":"prenetics.com","url":"https://alion.io/company/prenetics","size_band":null,"is_staffing_agency":false,"employer_type":"direct","is_intermediary":false,"listed_via":null,"ats_vendor":null,"truth_index":null},"role":"Customer Success","role_family":"Customer Success","seniority":null,"employment_type":"full_time","work_mode":"remote","remote_scope":"stated_countries","remote_scope_basis":"board_field","remote_working_hours":null,"hiring_geo_confidence":"inferred","locations":[],"countries":[],"hiring_countries":["US"],"hiring_countries_total":1,"salary":null,"salary_estimate":null,"experience_years_min":null,"visa_sponsorship":false,"relocation_package":false,"has_equity":false,"technologies":[{"name":"Shopify","optional":true},{"name":"Zendesk","optional":true}],"status":"live","first_seen_at":"2026-11-09T04:01:18Z","employer_posted_date":null,"last_verified_at":"2026-11-09T04:01:18Z","board_verified":false,"closed_at":null,"days_open":0,"trust":{"level":"not_scored","repost_count":null,"flags":[],"days_open":0},"description":"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.\nIM8 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.\nRole OverviewThe 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.\nThis 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.\nWe 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.\nKey Responsibilities1. Global Team Leadership\nLead and develop a 10+ global team across multiple time zones (with planned expansion)\n\nEstablish performance standards, coaching frameworks, and career progression pathways\n\nBuild a high-accountability, high-development culture\n\nLead structured onboarding, training, and continuous development programs to elevate capability, consistency, and leadership readiness across the team.\n\nPartner with BPO providers to maintain quality and operational alignment\n\nContinuously assess and refine team structure as we scale\n\n2. Service Performance\n\nOwn frontline performance metrics, including (but not limited to):\n\nCSAT\n\nFirst Contact Resolution (FCR)\n\nSLA adherence\n\nAgent productivity\n\nMessages per Ticket (MPT)\n\nEscalation rates\n\nOwn 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.\n\nEvolve reporting frameworks and dashboards as the operation matures\n\nDrive continuous improvement across workflows, tooling, and automation\n\nIdentify operational risks and proactively implement mitigation strategies\n\nCollaborate on the development and refinement of scalable SOPs and playbooks\n\n3. Retention & Commercial Impact\nPartner with CX and key stakeholders to reduce churn and increase LTV\n\nTranslate frontline insights into actionable commercial recommendations\n\nSupport the development of proactive service and lifecycle engagement strategies\n\nEnsure service interactions support broader retention and revenue objectives\n\nContribute to evolving how CX directly influences commercial outcomes\n\n4. VIP & Premium Experience\nOperationally support and optimise IM8’s VIP framework\n\nHelp define service standards for high-value members\n\nEnsure differentiated handling where appropriate\n\nContribute ideas to elevate the premium member experience over time\n\n5. Scalability & Infrastructure\nContribute to the design of a scalable global service model\n\nSupport workforce planning in line with growth forecasts\n\nEnsure automation, AI, and tooling are leveraged effectively\n\nHelp evolve the operating model as complexity increases\n\nKey KPIs (Initial Focus)The following represent core areas of accountability; specific targets will be agreed in alignment with company growth plans:\n\nCSAT\n\nSLA adherence\n\nAgent productivity\n\nService-attributed churn reduction\n\nRetention uplift from proactive initiatives\n\nTeam engagement and development metrics\n\nRequired Experience & Skills\n5+ years in high-growth D2C, e-commerce, or subscription environments\n\n3+ years leading team leads or managers\n\nExperience scaling frontline CX operations\n\nStrong understanding of CX metrics and operational levers\n\nDemonstrated ability to use data to drive improvement\n\nCommercial awareness and understanding of retention economics\n\nExcellent communication skills\n\nExperience managing global teams across time zones\n\nPreferred Experience\nSubscription or wellness category exposure\n\nExperience with AI-driven CX tools and automation\n\nExposure to VIP, loyalty, or premium service design\n\nAdvanced CX platform experience (e.g., Gorgias, Zendesk)\n\nLeadership Competencies\n\nHigh standards with balanced pragmatism\n\nStrategic thinker with strong execution capability\n\nStrong coaching and team development orientation\n\nBuilder mindset — comfortable evolving structure while operating within it\n\nComfortable operating in high-growth, fast-changing environments\n\nWhy This MattersThis 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.\nOriginally posted on Himalayas","description_format":"text","description_chars":4795,"description_truncated":false,"requirements":{"experience_years_min":null,"management_years_min":null,"team_size_min":null,"manages_managers":false,"education":null,"security_clearance":false,"languages":[]},"benefits":[],"hiring_locations":[{"name":"United States","iso":"US","kind":"country"}],"hiring_excludes":[],"relocation_offered":false,"industries":["Diagnostic Tests & IVD","Genomics & Genetic Testing"],"lifecycle":[{"event":"open","at":"2026-11-09T05:28:10Z"}],"visa":[],"liveness":{"score":86,"band":"hot","label":"Hiring now","p_open":1,"p_active":0.86,"p_room":1,"age_days":0,"expected_fill_days":27,"reasons":["seen:0","win:early"],"computed_at":"2026-11-09T06:03:00Z"},"pay":null,"html_url":"https://alion.io/job/prenetics-customer-experience-manager","json_url":"https://alion.io/job/prenetics-customer-experience-manager.json","meta":{"generated_at":"2026-11-09T06:32:54Z","cache_seconds":300,"methodology":"https://alion.io/methodology","terms":"https://alion.io/terms","contact":"https://alion.io/contact","api":"https://alion.io/developers","about":"Alion is a live layer of people, companies and AI agents: who they are, whether they are real and active right now, what they do and how to work with them, readable by people and by agents and paid per call.","catalog":"https://alion.io/catalog.json","usage":{"tier":"crawler_verified","counted_by":"address","units_charged":1,"used_today":2866,"day_limit":null,"remaining_today":null,"minute_limit":300,"resets_at":"2026-11-10T00:00:00Z"}},"offers":[{"id":"company.slices","title":"One company in depth, by slice","status":"live","price":{"credits":0.1,"usd":0.01,"plus_per_slice":{"credits":0.05,"usd":0.005}},"unit":"per company, plus each slice with data","note":"the employer in depth","call":{"mcp_tool":"get_company","arguments":{"id":180418},"rest":"https://alion.io/mcp/rest/get_company?id=180418"},"human":"https://alion.io/catalog?offer=company.slices&for=job%2Fprenetics-customer-experience-manager"},{"id":"market.stats","title":"A market slice: pay, demand and time to fill","status":"live","price":{"credits":2,"usd":0.2},"unit":"per slice","note":"pay, demand and time to fill for this role and place","call":{"mcp_tool":"market_stats"},"human":"https://alion.io/catalog?offer=market.stats&for=job%2Fprenetics-customer-experience-manager"},{"id":"job.search","title":"Open jobs by role, technology, place, pay and visa","status":"live","price":{"credits":0.1,"usd":0.01},"unit":"per posting in a list","note":"similar open postings","call":{"mcp_tool":"search_jobs"},"human":"https://alion.io/catalog?offer=job.search&for=job%2Fprenetics-customer-experience-manager"},{"id":"company.verify","title":"Is this company real and active right now","status":"pilot","price":null,"unit":"per company","request":{"url":"https://alion.io/catalog/request","method":"POST","body":"{\"offer\": \"company.verify\", \"for\": \"job/prenetics-customer-experience-manager\", \"note\": \"what you need it for\"}"},"human":"https://alion.io/catalog?offer=company.verify&for=job%2Fprenetics-customer-experience-manager"}],"agent":{"mcp":"https://alion.io/mcp/jobs","mcp_open":"https://alion.io/mcp/open","next":[{"tool":"get_job","arguments":{"id":3953334}},{"tool":"search_jobs","arguments":{"company":"prenetics.com","detail":"compact"}},{"tool":"match_people","arguments":{"job_id":3953334},"note":"people open to offers who fit this vacancy"}],"note":"The same data through MCP tools: https://alion.io/mcp/open needs no sign-in (compact searches, postings, people); https://alion.io/mcp with an Alion account has everything. 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