Signature Concierge Lead EMEA

About the Company

Neko is redefining what prevention means, from treating illness when it arrives, to sustaining health before it's ever at risk. Our mission is to make data-driven, preventative care accessible to more people, before symptoms appear.

Responsibilities

• Establish a best-in-class Signature member journey across EMEA to improve satisfaction and retention
• Lead, coach, and develop the EMEA Signature Concierge team
• Develop and operationalise a comprehensive Signature Playbook including SOPs and escalation protocols
• Strengthen cross-functional collaboration with Product, Marketing, Legal, and Clinic teams
• Implement operational refinements to ensure seamless booking, onboarding, and post-visit follow-ups
• Drive the rollout of new system features and workflows to enhance personalisation

Requirements

• Proven experience leading teams in luxury hospitality, concierge services, or high-touch customer support
• Demonstrated success managing premium client/member experiences
• Exceptional leadership, communication, and interpersonal skills
• Strong operational and organisational skills with meticulous attention to detail
• Experience handling sensitive information with discretion
• Ability to operate both strategically and hands-on in a fast-paced environment

Preferred Qualifications

• Experience in health-tech, healthcare, or regulated environments across EMEA
• Familiarity with scheduling and CRM/support platforms like Zendesk
• Experience developing SOPs and service standards at scale
• Multilingual skills or cross-cultural experience supporting EMEA markets