Neko
health-tech
SignatureConciergeLeadEMEA
“Signature Concierge Lead EMEA at Neko. Skills: Signature member journey, Concierge team leadership, Service excellence. Elevate and define end-to-end experience for Signature members. Lead, inspire, and operationalise Concierge team”
What You'll Achieve.
Measurable improvements in member satisfaction and retention; Increasing service quality metrics; Reducing escalations; Ensuring consistent, scalable excellence; 100% completion of post-visit follow-ups within 48 hours; Seamless booking/onboarding processes; Enhance personalisation and efficiency
Industry & Context.
Proactive problem-solving
What They're Looking For.
Must Have
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., 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.
Nice to Have
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.
What You'll Do.
Elevate and define end-to-end experience for Signature members
and operationalise Concierge team
Ensure highest standards of hospitality
and personalised care
Blend strategic leadership with hands-on engagement
Set tone for service excellence
Establish best-in-class Signature member journey
and develop Concierge team
Develop and operationalise Signature Playbook
Strengthen cross-functional collaboration
Implement operational refinements
Drive rollout of new system features
How You'll Work.
Team & Collaboration
Strengthen cross-functional collaboration with Product, Marketing, Legal, and Clinic teams
Communication Scope
Exceptional communication skills
Applying for this Signature Concierge Lead EMEA role?
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