Signature Concierge Lead US Luxury Member Experience

Neko Health AB; New York (NY); On-site; USD 146,000 - 179,000; Full time

Job summary

Neko Health AB in the United States is seeking a Signature Concierge Program Lead to elevate the end-to-end experience for our premium Signature members across US clinics. You will lead and inspire US Concierge teams, ensuring exceptional hospitality, discretion, and personalised care from booking to follow-up.

You will blend strategic leadership with hands-on engagement to shape service excellence, drive satisfaction, and enable the programme to scale to new regions while partnering with

Qualifications

• Proven track record as a recognised expert or senior leader managing multiple teams or large scale programmes in luxury hospitality, concierge services, or high touch customer support.
• Demonstrated success owning end to end premium client or member experiences at scale, with measurable impact on satisfaction and retention.
• Exceptional leadership, communication, and interpersonal skills, with a record of inspiring excellence in service delivery across multiple teams.

Responsibilities

• Establish a best in class Signature member journey across the US, with measurable improvements in member satisfaction and retention.
• Lead, coach, and develop the US Signature Concierge teams, raising service quality metrics and reducing escalations through proactive problem solving.
• Own and scale a Signature Playbook, including SOPs, tone of voice guidelines, and escalation protocols, designed for future regional expansion.
• Build strong partnerships with Product, Marketing, Legal, and Clinic leadership to redesign systems and workflows supporting Signature members.
• Drive operational refinements ensuring 100% completion of post visit follow ups within 48 hours, and seamless booking and onboarding across all US teams.
• Lead the rollout of new system features and workflows that improve personalisation and efficiency for Signature members.

Skills

Team leadership

Customer experience

Operations

Discretion

Communication

Strategy

Multilingual capability

CRM software

Tools

Zendesk

Job description

Neko Health AB in the United States is seeking a Signature Concierge Program Lead to elevate the end-to-end experience for our premium Signature members across US clinics. You will lead and inspire US Concierge teams, ensuring exceptional hospitality, discretion, and personalised care from booking to follow-up.

You will blend strategic leadership with hands-on engagement to shape service excellence, drive satisfaction, and enable the programme to scale to new regions while partnering with