Role 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.
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 Responsibilities1. 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 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.
