Director, CRM

About the role

The Director, CRM will define the strategy and operating model for the CRM function, transforming it into a core growth engine for the company. This role involves leading a multi-market team to drive lead conversion, member retention, and referral growth while scaling CRM infrastructure and practices. You will report to the Senior Director of Growth and influence executive decisions regarding the company's growth trajectory.

Responsibilities

• Set the long-term CRM strategy, vision, and roadmap across acquisition, conversion, and retention.
• Own CRM outcomes including bookings, rebooking, referral, and revenue targets.
• Design a coherent CRM program that integrates nurture, lifecycle, and re-engagement across all channels.
• Scale CRM operations for the US and international markets, including regional compliance and localization.
• Establish a test-and-learn experimentation framework to drive data-informed decision-making.
• Build and lead a high-performing CRM team, including hiring and developing future leaders.
• Manage the CRM budget, technology stack, and vendor relationships.

Required skills

• CRM
• Lifecycle marketing
• Retention marketing
• Team leadership
• Strategy development
• Experimentation
• AI tools
• Budget management
• Vendor management
• Executive communication

Qualifications

• Extensive experience in CRM, lifecycle, or retention marketing
• Track record of setting CRM strategy and owning business outcomes
• Experience leading a CRM function through transformation or scale-up
• Experience leading CRM across multiple markets including US and international privacy regulations

About the Company

Neko Health is redefining preventative care by combining proprietary technology and direct clinical care to deliver personalised, actionable health insights. The company aims to make data-driven, preventative care accessible to more people before symptoms appear.