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Signature Concierge Lead EMEA

LocationLondon

Work modehybrid

Typefull-time

DepartmentOperations & Markets

Company size51+ people

First seen4mo ago

Last seen3d ago

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 Signature Concierge Program Lead – EMEA, you will elevate and define the end-to-end experience for our most valued Signature members across the EMEA region. You will lead, inspire, and operationalise a high-performing Concierge team, ensuring that every interaction—from booking and onboarding to clinic visits and follow-up—reflects our highest standards of hospitality, discretion, and personalised care.

You will blend strategic leadership with hands-on engagement, setting the tone for service excellence while remaining close to the member experience. Your leadership will directly influence member satisfaction, retention, and brand reputation, reinforcing our commitment to tech-enabled, human-centred care.

What You’ll Deliver in the First 6–12 Months

· Establish a best-in-class Signature member journey across EMEA, with measurable improvements in member satisfaction and retention (Member-first, always).

· Lead, coach, and develop the EMEA Signature Concierge team, increasing service quality metrics and reducing escalations through proactive problem-solving (Hard truths, high hopes).

· Develop and operationalise a comprehensive Signature Playbook—including SOPs, tone of voice guidelines, and escalation protocols—ensuring consistent, scalable excellence across all touchpoints (Chase 10X, not 10%).

· Strengthen cross-functional collaboration with Product, Marketing, Legal, and Clinic teams to improve systems and workflows supporting Signature members across EMEA markets (Tech-enabled, human-centred).

· Implement operational refinements that ensure 100% completion of post-visit follow-ups within 48 hours and seamless booking/onboarding processes.

· Drive the successful rollout of new system features and workflows that enhance personalisation and efficiency for Signature members across the region.

Minimum Qualifications

· Proven experience leading teams in luxury hospitality, concierge services, or high-touch customer support environments.

· Demonstrated success managing end-to-end premium client/member experiences with measurable impact on satisfaction and retention.

· Exceptional leadership, communication, and interpersonal skills, with the ability to inspire excellence in service delivery.

· Strong operational and organisational skills, with meticulous attention to detail.

· Experience handling sensitive information with discretion and professionalism.

· Ability to operate both strategically and hands-on in a fast-paced, evolving environment.

Preferred:

· Experience in health-tech, healthcare, or other regulated environments across EMEA markets.

· Familiarity with scheduling and CRM/support platforms (e.g., Zendesk or equivalent).

· Experience developing SOPs, playbooks, and service standards at scale.

· Multilingual skills or cross-cultural experience supporting members across EMEA markets and time zones.

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