Director, CRM

MISSION Neko is redefining what prevention means, from treating illness when it arrives, to sustaining health before it's ever at risk. Our mission: make data-driven, preventative care accessible to more people, before symptoms appear. In a single, non-invasive visit under an hour, proprietary technology and direct clinical care combine to deliver personalised, actionable insights. It's a team that thinks in 10x, not 10%. Every role here plays a part in building a world where prevention is the norm, and where your work genuinely helps people live longer, healthier lives. Role Purpose CRM at Neko is a newer but critical function, and this role exists to define its strategy and turn it into one of the company's core growth engines. You will be accountable for the CRM outcomes that matter most as we bring proactive, preventive healthcare to billions of people: converting leads and the waitlist into booked scans and bringing members back for their next scan and their next referral. This isn't stewarding an established machine. You will set the vision, the operating model, and the investment case, scale the implementation of our CRM platform and practices across markets, and build the organization that delivers it – to the same standard of excellence and care our clinics deliver in person. You will lead through others, building and directing a multi-market team, and work with Marketing, Comms, and Product, alongside other business functions. You will influence executive decisions on growth and be accountable for CRM's financial contribution to the business. In the early months, you will be close to the work: operating the platform, shaping test briefs and making content calls alongside the team, while you hire the people to take on more of the day-to-day work. You will report to the Senior Director of Growth. Where we are today CRM at Neko is at an early stage. Today the function is a small team running email and SMS, with the potential to implement and optimize the right messaging at every stage. We are currently implementing Braze over Q4 2026. Neko is also scaling after its US launch – a key market for Neko, with CRM being a key factor in our success here. You will join while the foundations are being laid, with the mandate to shape them. What You'll Deliver in the First 6–12 months - Set the long-term CRM strategy: define a multi-market vision and roadmap across acquisition, conversion, and retention, with investment cases and success measures agreed with Growth leadership. - Own the growth outcomes: be accountable for CRM's measurable contribution to bookings, rebooking, referral, and revenue, with baselines set and targets agreed with senior leadership. - Design CRM as one coherent program: nurture, lifecycle, and re-engagement working together across every live channel, with performance visible at each funnel stage. - Scale CRM for the US and beyond: build a repeatable playbook for new cities and markets, including regional compliance and localization. - Make test-and-learn the standard: set the experimentation framework and ensure results change decisions. - Build the organization: hire the first layer of the CRM function, creating a high-performing team, including leads and managers, define the structure by region, channel or lifecycle stage, and grow future leaders. - Own budget, vendors, and tooling: manage the CRM budget, stack, and vendor relationships, and make the build, buy, and prioritization calls. Minimum Qualifications - Extensive experience in CRM, lifecycle, or retention marketing, including hiring and leading a team, starting from a small base - Track record of setting CRM strategy and owning business outcomes (bookings, retention, LTV, revenue), not just channel or campaign metrics - Experience leading a CRM function through transformation or scale-up, including organization design, operating model and infrastructure - Proven experience running structured experimentation at scale and changing direction based on results - Confidence using AI tools to operate faster and at greater scale while holding the line on accuracy and quality - Experience leading CRM across multiple markets, including US requirements (CAN-SPAM, TCPA) and international privacy regulation - Experience owning a budget and managing vendors and agencies - Strong executive communication: able to present CRM's contribution to growth to senior leadership and influence decisions at that level - Ability to align and influence cross-functional partners across the business About titles at Neko We use a simplified internal title framework that prioritizes clarity over hierarchy, so internal titles may differ from market-facing role titles. Scope, impact, and level of the role are fully aligned and will be clearly discussed throughout the process. Hiring Process Candidates progress from application and structured screening through thoughtfully designed interviews culminating in a formal offer and final pre-employment checks before joining the team. Equal Opportunity & Inclusion Statement Neko Health is committed to inclusive hiring and member-first care. We welcome candidates from all backgrounds and encourage you to request reasonable adjustments to support your application.