Signature Concierge Lead EMEA

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. About titles at Neko We use a simplified internal title framework that prioritises clarity over hierarchy, so internal titles may differ from market‑facing role titles. Scope, impact and level of the role are fully aligned and will be clearly discussed throughout the process. Hiring Process Candidates progress from application and structured screening through thoughtfully designed interviews culminating in a formal offer and final pre-employment checks before joining the team. Equal Opportunity & Inclusion Statement Neko Health is committed to i