Prenetics (NASDAQ: PRE) is a global leader in health sciences, and our direct-to-consumer initiative, IM8, is reshaping the wellness landscape. We are the first healthcare company with a board-approved Bitcoin strategy, pioneering a new model where health innovation meets digital asset adoption.
We are seeking a visionary Head of Customer Lifecycle & Retention to architect the entire customer journey. This isn't just a marketing role—it's a foundational leadership position. You will be the architect of our long-term customer relationships, designing the strategies and systems that turn first-time buyers into lifelong advocates in a hyper-growth, AI-first environment.
Your Mission: Build and Scale Customer Loyalty
You will own the strategy and execution for maximizing customer lifetime value (LTV) across our health and wellness brands. Your goal is to design a seamless, personalized experience that educates, engages, and retains our community.
What You'll Do:
- Develop the Strategy: Own the end-to-end lifecycle strategy to grow LTV, increase repeat purchase rates, improve Net Revenue Retention (NRR), and systematically reduce churn.
- Master the Channels: Lead and optimize all retention channels—email, SMS, WhatsApp, and in-app messaging—from concept to execution and analysis.
- Architect the Journey: Build automated, triggered programs for onboarding, activation, replenishment, cross-sell, win-back, and loyalty.
- Lead the AI Revolution: Embed AI into our daily operations, using it to predict churn, personalize content at scale, automate workflows, and generate data-driven insights.
- Drive Data-Informed Decisions: Define and monitor key metrics (LTV, churn, cohort health, channel ROI) and run a rigorous experimentation engine to continuously optimize performance.
- Foster Cross-Functional Collaboration: Partner seamlessly with Growth, Product, Data, Ops, and Creative teams to ensure a unified and frictionless customer experience.
What You'll Bring:
- 5+ years of proven experience building and scaling lifecycle/retention programs for high-growth D2C or subscription brands, with a portfolio of measurable wins in LTV and churn reduction.
- Deep, hands-on expertise with modern CRM/ESP platforms (e.g., Klaviyo, Braze, Iterable) and a strong analytical skillset, including cohort analysis and A/B testing.
- An AI-Native Mindset: You don't just use AI—you rely on it. You actively leverage AI tools for ideation, copywriting, segmentation, and automation as a core part of your workflow.
- Builder Energy: You are entrepreneurial, scrappy, and thrive in a fast-paced environment where you can ship quickly, learn, and iterate.
- Exceptional communication and collaboration skills, with the ability to influence cross-functional partners and drive projects to completion.
Ideal Bonus Qualifications:
- Experience with subscription mechanics and payment recovery systems.
- Background in the supplements, wellness, or consumer health industry.
- Familiarity with predictive modeling for customer behavior.
Why You'll Love Working at IM8:
- Build from the Ground Up: You will have the autonomy to create the retention function from scratch, leaving your mark on a globally recognized brand.
- Join a Rocket Ship: Be a key leader in a hyper-growth company backed by the innovation of Prenetics, including our groundbreaking Bitcoin and blockchain initiatives.
- AI-First Culture: We don't just talk about AI; we operationalize it daily. You'll be empowered to use the best tools to work smarter and drive unprecedented results.
- High Impact, Low Ego: We are a collaborative, results-oriented team that values ownership and celebrates shared success.
If you are a passionate retention expert excited to build a world-class customer experience at the cutting edge of health and technology, we need you.
