Clinic Area Lead, London

Job description

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 As the Clinic Area Lead, you will be accountable for bringing Neko Health’s operating model, culture, and member first standards to life across an existing portfolio of clinics in London. This role sits at the intersection of leadership, execution, and local adaptation, ensuring that global ways of working translate into consistently high quality experiences on the ground, while continuing to mature and evolve as we scale. Reporting to the Country Leader, UK, you will own regional performance end to end, from new site readiness through sustained multi-site operations. You will act as the cultural and operational anchor for Neko Health in London, setting expectations, building capability, and reinforcing how clinics lead, operate, and serve members. What You'll Deliver in the First 6–12 Months - Continue embedding Neko Health’s operating model across the London clinics, focusing on strong leadership behaviours, cultural norms, and consistent execution rather than net-new process design. Ensure global standards are understood, embraced and brought to life in day-to-day clinic operations. - Lead the successful local adoption of existing playbooks and standards, tailoring them thoughtfully to local regulations, team dynamics, and member expectations while preserving the integrity of Neko’s global member experience. - Create strong clinic level leadership capability by coaching managers and clinical leads on how to translate standards into practice: setting clear expectations, reinforcing accountability, and role modelling a member first mindset. - Establish clear performance rhythms (metrics, reviews, feedback loops) that reinforce behaviours, surface issues early, and continuously improve both team effectiveness and the member experience. - Partner closely with the Country Leader, UK and central teams to ensure the global operating model works in practice locally, identifying where light adaptation is required and driving disciplined, high quality implementation at scale. Clinic & Member Experience - 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. Minimum Qualifications - 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.