Signature Concierge

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** Be the defining voice of Neko's most premium member experience. As a Neko Signature Concierge, you will manage Signature member journeys end-to-end — from onboarding and clinic visits through to follow-up and ongoing support — ensuring every interaction reflects the highest standards of hospitality, discretion, and personalised care. This is a role for a service-driven professional who thrives in high-touch environments, balances warmth with precision, and is passionate about creating experiences that feel genuinely exceptional at every touchpoint. **What you'll be deliver in the first 6-12 months** - Every Signature member receives a seamless, personalised end-to-end experience — from first contact through clinic visit to follow-up — with all actions completed within defined SLAs. - A Signature Member Playbook is in place, covering SOPs, tone of voice guidelines, and escalation protocols — raising consistency and quality across every touchpoint. - Signature member clinic visits are flawlessly coordinated: every centre is prepared, every member is personally greeted, and any issues are resolved before they escalate. - Cross-functional relationships with product, marketing, legal, and clinic teams are strong, enabling smooth rollout of new Signature features, processes, and system improvements. **Requirements** • Proven experience in luxury hospitality, concierge services, or a high-touch customer support environment • Exceptional written and verbal communication skills; warm, polished, and adapted to a premium audience • Strong organisational skills and meticulous attention to detail across complex, multi-stakeholder journeys • Demonstrated ability to manage sensitive member information with discretion and professionalism • Proactive mindset — anticipates member needs and resolves issues before they surface • Comfortable working across scheduling, CRM, and case management platforms (e.g. Zendesk) • Ability to build collaborative relationships across internal teams including operations, marketing, product, and clinic staff **Preferred** • Experience supporting VIP, executive, or international clients in a concierge or personal assistant capacity • Language skills or cultural sensitivity, beneficial for supporting Signature members across markets • Familiarity with healthcare environments or regulated service settings • Experience contributing to process documentation, SOPs, or playbook development