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Director, CRM

Neko Health· Marketing
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Hybrid (New York), Hybrid (London)Full-timePosted 2w ago

About the role

CRM at Neko is a newer but critical function; this role defines strategy, scales CRM across markets, and leads the organization delivering CRM outcomes (bookings, rebooking, referrals, revenue) as part of growth. Reports to Senior Director of Growth.

Responsibilities

  • 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.

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

Skills

Required:CRM strategyLead transformation and scaleExperimentation at scaleCross-market leadership
Nice to have:AI tooling for marketing

Benefits

  • Not specified in description
Last updated Oct 23, 2026. Interested? Apply on the company site.
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