đ Redefine Wellness Through Exceptional Customer Experience
Join IM8 Health, co-founded by global icon David Beckham, as our Director of Customer Experience & Innovation. In this high-impact leadership role, you'll shape the entire customer journey for a pioneering wellness brand, blending human connection with cutting-edge AI to deliver personalized, seamless health experiences that inspire loyalty and transform lives globally.
đŻ Your Impact: Key Responsibilities
CX Strategy & Leadership
- 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 across different time zones and geographies
- Champion a customer-first mindset internally, activating cross-functional teams around continuous improvement
- Develop and execute global loyalty, referral, and community-building initiatives
AI & Technology Integration
- Implement AI and automation tools across CX and CS workflows (triage, routing, sentiment detection, predictive churn)
- Partner with Product and Engineering to integrate AI into self-service experiences, knowledge bases, and personalized customer journeys
- Optimize customer journeys using data, segmentation, cohort analysis, and experimentation
- Leverage modern tech stack (CRM, customer journey platforms, AI-driven support) to scale experience
Brand Experience & Operational Excellence
- Ensure experience across all touchpoints is unified and deeply branded (website, email, packaging, unboxing, support, social)
- Create voice-of-customer systems through surveys, interviews, social listening, and support analytics
- Strengthen team capabilities through improved training frameworks, QA processes, and performance dashboards
- Drive measurable improvements in NPS, CSAT, retention, and lifetime value
â Your Profile: Qualifications & Experience
Essential Requirements
- 8+ years of experience in CX, customer support, customer success, or service operations
- 3+ years in a leadership role managing distributed CS teams (in-house, remote, offshore or hybrid models)
- Hands-on experience implementing AI-driven customer experience tools and automation workflows
- Deep understanding of customer journey design and service excellence for D2C or subscription brands
Technical Expertise
- Experience with support analytics tools (Zendesk, Gorgias, Intercom, Kustomer, etc.)
- Strong analytical skills using cohort analysis, segmentation, and funnel metrics
- Knowledge of CRM and customer journey platforms
- Experience with AI chat, automated workflows, and predictive analytics
Leadership Qualities
- Passion for customer empathy and brand storytelling
- Clear communicator with strong influencing skills
- Ability to partner effectively with Marketing, Product, Operations and Tech
- Experience in fast-moving, entrepreneurial, or high-growth organisations
- Bonus: Experience in wellness, consumer health or functional nutrition
đŤ Why Join IM8 Health?
Impact & Influence
- Lead customer experience for one of the fastest-growing global wellness brands
- Direct access to senior leadership and highly empowered environment
- Shape how customers feel, trust, and stay with IM8 Health
- Work with a brand co-founded by David Beckham with global reach
Innovation & Growth
- Culture that values innovation, AI adoption, and customer obsession
- Upskill and elevate an existing multi-location CX organization
- Drive impactful work that transforms customer wellness journeys
- Competitive compensation and benefits package
Modern Work Environment
- Flexible/remote working options
- Access to cutting-edge technology and tools
- Collaborative, forward-thinking culture
- Opportunity to work at the intersection of wellness and innovation
⨠Ready to Transform Wellness Through Customer Experience?
If you're an experienced CX leader passionate about blending human connection with AI innovation to create exceptional customer experiences, we want to hear from you. Join IM8 Health in our mission to redefine well-being and make a lasting impact on health globally.
Apply Now & Shape the Future of Wellness CX
