EMEA Signature Concierge Lead | Premium, Tech-Enabled Care

Neko Health; England; Hybrid; GBP 90,000 - 130,000; Full time

Job summary

Neko Health is seeking a Signature Concierge Program Lead - EMEA to elevate end-to-end experiences for our most valued members across the region. You will lead, coach, and operate a high-performing concierge team, ensuring every interaction—from booking to follow-up—reflects hospitality, discretion, and personalised care.

You’ll blend strategy with hands-on delivery, setting the tone for service excellence, and collaborating with Product, Marketing, Legal, and Clinic teams to optimise workflows

Qualifications

• Proven leadership of teams in luxury hospitality or high-touch customer support.
• Track record of premium client experiences with measurable impact.
• Strong communication and interpersonal skills; detail-oriented.

Responsibilities

• Establish an exemplary Signature member journey across EMEA with measurable improvements.
• Lead and develop the EMEA Signature Concierge team, lifting service quality.
• Develop and operationalise a comprehensive Signature Playbook with SOPs and tone guidelines.
• Strengthen cross-functional collaboration with Product, Marketing, Legal, and Clinic teams.
• Ensure 100% completion of post-visit follow-ups within 48 hours.
• Roll out new system features and workflows to boost personalisation and efficiency.

Skills

Leadership experience

Customer experience

Hospitality excellence

Operational excellence

Discretion & professionalism

Strategic thinking

CRM platforms

Tools

Zendesk

Job description

Neko Health is seeking a Signature Concierge Program Lead - EMEA to elevate end-to-end experiences for our most valued members across the region. You will lead, coach, and operate a high-performing concierge team, ensuring every interaction—from booking to follow-up—reflects hospitality, discretion, and personalised care.

You’ll blend strategy with hands-on delivery, setting the tone for service excellence, and collaborating with Product, Marketing, Legal, and Clinic teams to optimise workflows