Head of CX

Join to apply for the Head of CX role at Prenetics IM8 Health, co‑founded by global icon David Beckham, is a pioneering brand at the intersection of wellness and innovation. Our mission is to empower individuals with cutting‑edge health solutions that are accessible, sustainable, and personalized to support everyday wellness. By combining our passion for health with a commitment to innovation, IM8 Health is redefining the future of well‑being. Join our dynamic team and be part of a brand that’s making a lasting impact on health and lives globally. The Role You will own the entire customer experience strategy for IM8 — ensuring every interaction across product, service, digital and operational touchpoints is seamless, supportive and deeply branded. You will also lead our global customer support organization, elevate operational excellence, and champion smart automation and AI‑driven workflows to scale experience without losing human connection. This is a high‑impact leadership role for someone who thrives in fast growth environments. What You’ll Do Define and lead the global end‑to‑end CX strategy across onboarding, education, product adoption, retention, loyalty and advocacy. Manage and upskill a multi‑location Customer Success team, ensuring consistent quality, responsiveness and brand voice across different time zones and geographies. Strengthen team capabilities by improving training frameworks, QA processes, playbooks, and performance dashboards for both in‑house and outsourced teams. Implement AI and automation tools across CX and CS workflows (triage, routing, sentiment detection, predictive churn, macro optimisation, customer education, proactive outreach). Partner with Product and Engineering to integrate AI into self‑service experiences, knowledge bases, chat systems and personalised customer journeys. Ensure experience across all touchpoints is unified and branded: website, email, packaging, unboxing, subscriptions, support, loyalty and social. Create voice‑of‑customer systems through surveys, interviews, social listening and support analytics; translate insights into product and operational improvements. Build and optimise customer journeys using data, segmentation, cohort analysis and experimentation. Drive measurable improvements in NPS, CSAT, first response time, resolution time, repeat purchase rate, churn and lifetime value. Develop and execute global loyalty, referral and community‑building initiatives. Champion a customer‑first mindset internally — activating cross‑functional teams around customer needs and continuous improvement. What You’ll Bring 8+ years of experience in CX, customer support, customer success, or service operations; with at least 3+ years in a leadership role. Strong track record managing and upskilling distributed CS teams (in‑house, remote, offshore or hybrid models). Hands‑on experience implementing AI‑driven customer experience tools (AI chat, automated workflows, routing models, knowledge systems, or predictive analytics). Deep understanding of customer journey design, support operations, retention levers and service excellence for D2C or subscription brands. Analytical leader with experience using cohort analysis, segmentation, funnel metrics and support analytics tools (Zendesk, Gorgias, Intercom, Kustomer, etc.). Passion for customer empathy, brand storytelling and elevating the emotional experience — not just operational KPIs. Clear communicator with strong influencing skills; able to partner effectively with Marketing, Product, Operations and Tech. Experience working in fast‑moving, entrepreneurial, or high‑growth organisations. Bonus: Experience in wellness, consumer health or functional nutrition products. Why You’ll Love Working at IM8 Lead the full customer experience for one of the fastest‑growing global wellness brands. Upskill and elevate an existing multi‑location CX and CS organisation. Drive impactful work that directly shapes how customers feel, trust and stay with IM8. Highly empowered environment with direct access to senior leadership. A culture that values innovation, AI adoption and customer obsession. Experience leveraging modern tech (CRM, customer journey platforms, AI‑driven support or personalisation) to scale experience. Join us to make a huge impact as we revolutionize healthcare. The thing we most value is working with talented, growth‑minded people, who don’t hesitate to jump into creative problem‑solving. We don’t believe in up or out, we don’t believe in rest and vest. We want to give you the opportunity to grow with us. Neither your career nor Prenetics is a sprint — they’re both marathons. In our hiring process, we look at building a team with three essential factors: adaptability, ability and passion. We’ve discovered the greatest achievements come from the right people working collaboratively toward a shared goal. As Prenetics and our vision continues to grow, you’ll have the opportunity to constantly change and evolve with us. #J-18808-Ljbffr