Signature Concierge Lead

Mission: 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. What You'll Deliver in the First 6–12 Months: establish a best-in-class Signature member journey across EMEA, lead and develop the EMEA Signature Concierge team, develop a comprehensive Signature Playbook including SOPs, tone of voice guidelines, and escalation protocols, strengthen cross-functional collaboration with Product, Marketing, Legal, and Clinic teams to improve systems and workflows, implement operational refinements for post-visit follow-ups, drive rollout of new system features and workflows that enhance personalisation. 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; strong operational and organisational skills; experience handling sensitive information with discretion and professionalism; ability to operate both strategically and hands-on. Preferred: experience in health-tech, healthcare, or other regulated environments across EMEA; familiarity with scheduling and CRM platforms; experience developing SOPs, playbooks, and service standards at scale; multilingual skills or cross-cultural experience supporting members across EMEA markets and time zones.