neko-health - Area Director, London

• Ensure each clinic consistently delivers a seamless, premium member experience aligned with Neko Health's service standards and brand promise. • Lead regional initiatives to elevate service quality based on member feedback, NPS insights, and frontline observations, iterating playbooks in real time as you learn. • Foster a hospitality-driven culture where empathy, professionalism, and precision define every member interaction, and where that culture is embedded through training, not just expectation. • Oversee the physical and experiential standards of all clinics, ensuring consistency in ambiance, cleanliness, and overall presentation across a growing portfolio. • Medical Quality & Compliance • Partner with Clinic Leads and Quality team to build and uphold Neko's clinical quality standards in the UK context, ensuring adherence to regulatory requirements from the ground up. • Drive continuous improvement in medical delivery and inspection readiness across all sites, establishing audit-ready documentation and escalation protocols. • Serve as the bridge between clinic operations and the Medical Excellence team, ensuring best practices are embedded regionally through structured processes rather than informal norms. • Operational & Financial Performance • Own regional operational KPIs and full P&L accountability, and continue building the financial frameworks alongside the clinics themselves. • Oversee workforce planning and staffing models in collaboration with central teams, building hiring profiles, ramp plans, and scheduling logic suited to London’s demand patterns. • Contribute to regional business strategy, including network optimisation, market expansion planning, and new clinic launches. • Team Leadership & Cross-Functional Collaboration • Recruit, onboard, lead, and coach a team of Clinic Leads and Lead Operators across all assigned clinics. • Build a strong culture of accountability, communication, and collaboration across distributed teams from day one, establishing the norms and rituals that will define how the London team works. • Act as the primary regional liaison between clinic teams and central functions, including Customer Support, Facilities, Workforce Planning, People Operations, Talent Acquisition, and Demand Planning. • Proven experience in a senior operational leadership role (Area Director, Regional Director, District Leader, General Manager or equivalent) within a premium, consumer facing, multi-site environment such as premium healthcare adjacent, wellness, fitness or technology enabled services with physical operations/stores. • Demonstrated success implementing and embedding established operating models, standards, and playbooks across multiple locations, driving adoption through leadership, coaching, and accountability rather than documentation alone. • Strong track record leading clinic level or site level leaders, with the ability to build capability, reinforce culture, and translate standards into consistent day to day execution. • Proven financial and operational acumen, including ownership of regional KPIs, budgets, and P&L performance in a scaling context. • Ability to balance strategic perspective with hands on execution, particularly during periods of growth, new site openings, and organisational change. • Exceptional communication and stakeholder management skills, with confidence operating in a matrixed, fast moving organisation across central and regional teams. • Comfort leading through ambiguity and change, with a bias toward action, continuous improvement, and disciplined execution.