CRM Analyst — Retention & Lifecycle

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:

Own the retention and lifetime value analytics strategy. Build LTV models, churn prediction, retention dashboards, and cohort analysis. Drive experimentation to improve retention metrics. This is NOT a reporting role — you own the retention narrative, proactively surface insights, and guide the CRM team’s strategic choices.

First 6–12-month outcomes:

Design and implement an end-to-end LTV model with customer profitability segments
• Build and maintain retention dashboards (rebooking rate, churn curves, LTV by cohort, reactivation success) with regular updates
• Develop a churn prediction model with meaningful accuracy; implement scoring to identify at-risk customers for proactive campaigns
• Execute high-impact incremental tests on retention messaging and timing; document learnings and impact on LTV
• Deliver regular retention insights reports; proactively recommend experiments or optimisations based on cohort analysis

Requirements:

• 8+ years in analytics, with significant experience in retention, LTV, lifecycle, or churn analytics
• Expert SQL and Python/R; able to write complex queries and build predictive models
• Deep expertise in cohort analysis, survival analysis, LTV modelling, and retention metrics
• Strong understanding of churn prediction, propensity scoring, and reactivation mechanics
• A/B testing and experimental design for retention initiatives; statistical rigour
• BI tool proficiency (e.g. Tableau, Looker, Metabase); ability to build dashboards and tell the retention story visually
• Strategic, proactive mindset: owning ‘the why,’ surfacing opportunities, and recommending action

About titles at Neko

We use a simplified internal title framework that prioritises 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.