At a Glance
- Tasks: Lead and inspire a high-performing Concierge team to enhance member experiences across EMEA.
- Company: Join MissionNeko, a pioneering health-tech company focused on preventative care.
- Benefits: Competitive salary, inclusive culture, and opportunities for personal and professional growth.
- Other info: Dynamic environment with a focus on collaboration and continuous improvement.
- Why this job: Make a real difference in people's lives by redefining healthcare through innovative technology.
- Qualifications: Experience in luxury hospitality or high-touch customer support, with strong leadership skills.
The predicted salary is between 60000 - 80000 € per year.
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 inclusive hiring and member-first care. We welcome candidates from all backgrounds and encourage you to request reasonable adjustments to support your application.
Signature Concierge Lead EMEA in London 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 a Signature Concierge Lead in the EMEA region, you will thrive in a dynamic environment that values collaboration, personal growth, and a commitment to service excellence, all while enjoying the unique advantage of working with cutting-edge technology in preventative care. Join us to be part of a mission-driven team where your leadership will directly enhance member experiences and contribute to a healthier future for all.
StudySmarter Expert Advice🤫
We think this is how you could land Signature Concierge Lead EMEA in London
✨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 concierge services and member experiences. 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 solutions during interviews. Make it clear that you’re not just looking for a job, but that you genuinely want to contribute to making health accessible for everyone.
✨Tip Number 4
Don’t forget to apply through our website! It’s the best way to ensure your application gets the attention it deserves. Plus, we love seeing candidates who take that extra step!
We think you need these skills to ace Signature Concierge Lead EMEA in London
Some tips for your application 🫡
Show Your Passion for Prevention:When writing your application, let us see your enthusiasm for preventative care. Share any personal experiences or insights that connect you to our mission of making health accessible before symptoms appear.
Tailor Your Experience:Make sure to highlight your experience in luxury hospitality or high-touch customer support. We want to know how your past roles have prepared you to elevate the Signature member journey across EMEA.
Be Clear and Concise:Keep your application straightforward and to the point. Use clear language to describe your achievements and how they align with our goals. Remember, we appreciate a well-structured application!
Apply Through Our Website:Don’t forget to submit your application through our website! It’s the best way for us to receive your details and ensure you’re considered for the role. We can’t wait to hear from you!
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 prevention and what that means for their members. This will not only show your genuine interest but also help you align your answers with their core principles.
✨Showcase Your Leadership Style
As a Signature Concierge Lead, you'll need to inspire and lead a team. Be ready to discuss your leadership experiences, particularly in high-touch environments. Share specific examples of how you've improved service quality or member satisfaction in previous roles.
✨Prepare for Scenario-Based 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 effectively.
✨Demonstrate Cross-Functional Collaboration
Highlight your experience working with different teams, such as Product, Marketing, or Legal. Discuss how you've successfully collaborated to enhance member experiences or streamline operations. This will show that you can operate strategically while being hands-on.
