Signature Concierge Lead EMEA

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 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.