At a Glance
- Tasks: Lead and inspire a high-performing Concierge team to enhance member experiences across EMEA.
- Company: Join Neko Health, a pioneering health-tech company focused on preventative care.
- Benefits: Competitive salary, inclusive culture, and opportunities for professional growth.
- Other info: Dynamic role with a focus on innovation and member satisfaction.
- Why this job: Make a real difference in people's lives by redefining healthcare experiences.
- Qualifications: Experience in luxury hospitality or high-touch customer support is essential.
The predicted salary is between 60000 - 80000 £ per year.
MissionNeko 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 is 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.
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 inclusive hiring and member-first care. We welcome candidates from all backgrounds and encourage you to request reasonable adjustments to support your application.
EMEA Signature Concierge Lead for Luxe Member Experience employer: Neko Health
At MissionNeko, we are not just redefining healthcare; we are creating a culture of innovation and excellence that empowers our employees to make a real difference in people's lives. As the EMEA Signature Concierge Lead, you will thrive in a dynamic environment that values collaboration, personal growth, and a commitment to service excellence, all while enjoying the unique opportunity to work with cutting-edge technology in a supportive and inclusive atmosphere. Join us in our mission to make preventative care accessible and experience the satisfaction of contributing to a healthier future for all.
StudySmarter Expert Advice🤫
We think this is how you could land EMEA Signature Concierge Lead for Luxe Member Experience
✨Tip Number 1
Network like a pro! Reach out to people in the industry, especially those who work at Neko or similar companies. A friendly chat can open doors and give you insider info that could help you stand out.
✨Tip Number 2
Prepare for interviews by practising common questions and scenarios related to luxury hospitality and member experience. We want you to showcase your leadership skills and how you handle high-touch customer support.
✨Tip Number 3
Showcase your passion for preventative care and tech-enabled services during interviews. Make it clear how your experience aligns with Neko's mission of making health accessible and personalised.
✨Tip Number 4
Apply through our website! It’s the best way to ensure your application gets noticed. Plus, it shows you’re genuinely interested in being part of the Neko team and its mission.
We think you need these skills to ace EMEA Signature Concierge Lead for Luxe Member Experience
Some tips for your application 🫡
Show Your Passion:When you're writing your application, let your enthusiasm for the role shine through! We want to see how much you care about redefining preventative care and making a difference in people's lives.
Tailor Your Experience:Make sure to highlight your relevant experience in luxury hospitality or high-touch customer support. We’re looking for specific examples that demonstrate your ability to lead and inspire teams while delivering exceptional service.
Be Clear and Concise:Keep your application straightforward and to the point. We appreciate clarity, so avoid jargon and focus on what makes you a great fit for the Signature Concierge Lead role.
Apply Through Our Website:Don’t forget to submit your application through our website! It’s the best way for us to keep track of your application and ensure it gets the attention it deserves.
How to prepare for a job interview at Neko Health
✨Know the Mission Inside Out
Before your interview, dive deep into MissionNeko's mission and values. Understand how they redefine preventative care and think about how your experience aligns with their goal of making health accessible. This will help you articulate why you're a great fit for the EMEA Signature Concierge Lead role.
✨Showcase Your Leadership Style
Be ready to discuss your leadership approach, especially in high-touch environments like luxury hospitality. Prepare examples of how you've inspired teams and improved service quality. Highlight any specific metrics or outcomes that demonstrate your impact on member satisfaction and retention.
✨Prepare for Scenario Questions
Expect questions that assess your problem-solving skills and ability to handle sensitive situations. Think of scenarios where you've had to manage escalations or improve processes. Use the STAR method (Situation, Task, Action, Result) to structure your responses clearly and effectively.
✨Emphasise Cross-Functional Collaboration
Since the role involves working closely with various teams, be prepared to discuss your experience in cross-functional collaboration. Share examples of how you've successfully partnered with other departments to enhance member experiences and operational efficiency.
