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 environment with a commitment to inclusivity and member-first care.
- Why this job: Make a real difference in people's lives by redefining healthcare with 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 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.
Signature Concierge Lead EMEA employer: Neko Health
At Neko Health, we are not just redefining preventative care; we are creating a workplace where innovation meets compassion. As a Signature Concierge Lead in the EMEA region, you will thrive in a dynamic environment that values your contributions and prioritises employee growth through continuous learning and collaboration. With a commitment to excellence and a culture that celebrates diversity, you will be part of a team dedicated to making a meaningful impact on people's lives while enjoying the benefits of a supportive and engaging work atmosphere.
StudySmarter Expert Advice🤫
We think this is how you could land Signature Concierge Lead EMEA
✨Tip Number 1
Network like a pro! Reach out to people in the health-tech and concierge service sectors. Use LinkedIn to connect with current employees at Neko and ask for insights about their experiences. A friendly chat can sometimes lead to referrals, which can give you a leg up in the application process.
✨Tip Number 2
Prepare for those interviews! Research common questions for leadership roles in hospitality and customer support. Think about how your past experiences align with Neko's mission of personalised care and tech-enabled solutions. Practising your responses will help you feel more confident when it’s time to shine.
✨Tip Number 3
Showcase your passion for preventative care! When you get the chance to speak with interviewers, share why you believe in Neko's mission. Highlight any relevant experiences that demonstrate your commitment to improving member satisfaction and retention. Authenticity goes a long way!
✨Tip Number 4
Don’t forget to follow up! After your interviews, send a quick thank-you email to express your appreciation for the opportunity. Mention something specific from your conversation to remind them of your enthusiasm for the role. It’s a small gesture that can leave a lasting impression!
We think you need these skills to ace Signature Concierge Lead EMEA
Some tips for your application 🫡
Show Your Passion for Prevention:When you're writing your application, let your enthusiasm for preventative care shine through. We want to see how you connect with our mission of making health accessible and how your experience aligns with that vision.
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 teams and enhance member satisfaction—so don’t hold back!
Be Clear and Concise:Keep your application straightforward and to the point. We appreciate clarity, so use simple language to convey your skills and experiences. Remember, we’re all about tech-enabled, human-centred care, so make it easy for us to see how you fit in.
Apply Through Our Website:We encourage you to submit your application directly through our website. It’s the best way for us to receive your details and ensures you’re considered for the role. Plus, it shows you’re keen on joining our team!
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 the importance of data-driven care. This will not only show your genuine interest but also help you align your answers with their core principles.
✨Showcase Your Leadership Skills
As a Signature Concierge Lead, you'll need to inspire and lead a team. Prepare examples from your past experiences where you've successfully led teams in high-touch environments. Highlight your ability to blend strategic thinking with hands-on engagement to elevate member experiences.
✨Demonstrate Problem-Solving Prowess
Be ready to discuss specific instances where you've proactively solved problems in a customer service context. Think about how you can apply this to improve member satisfaction and retention, as these are key metrics for the role.
✨Familiarise Yourself with Tools and Protocols
Brush up on any relevant CRM or support platforms like Zendesk, and be prepared to discuss how you've developed SOPs or playbooks in previous roles. This will show that you're not just a people person but also someone who understands the operational side of delivering exceptional service.
