Signature Concierge Lead EMEA at Neko Health (London, United Kingdom)
Neko Health· London, United Kingdom·
Role details
Neko Health at a glance
Preventive full-body health scanning built on proprietary in-house hardware and AI, co-founded by Spotify's Daniel Ek.
Neko Health runs a roughly one-hour, non-invasive full-body health scan that captures skin, cardiovascular, and blood data using hardware it designs and builds in-house, then has a doctor review the results with the member on the spot, aiming to catch disease early in people who feel healthy.
~$325M raised · latest: Series B ($260M, January 2025, at a $1.8B valuation) · backed by Lightspeed Venture Partners, General Catalyst, Atomico, Lakestar
Summary
Lead and operationalize the Signature Concierge program across the EMEA region, defining end-to-end member experiences and managing a high-performing team. The role focuses on driving service excellence, retention, and satisfaction through strategic leadership and hands-on engagement with premium clients.
Job description
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. 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.
Why work at Neko Health
- Mission-Driven: The company was founded to solve the fundamental problem of late-stage diagnosis by focusing on prevention. The work is presented as having a direct, positive impact on human longevity.
- Culture & Engineering: The company actively showcases a deep engineering culture where “clinical insight can become a hardware iteration overnight.” Clinicians and engineers share the same floor, fostering rapid iteration and innovation.
- Compensation & Benefits: Salaries are benchmarked via market research. Benefits include comprehensive Medical, Dental, and Vision Insurance, 401K, Paid Time Off, Life Insurance, Disability Insurance, CME Days, and Commuter Benefits.
- Work Model: Roles are on-site at specific clinic locations. Training for medical roles is fully paid. The interview process is designed to give candidates a feel for the culture and mission.
- Growth Trajectory: With 80+ active job postings and triple-digit growth in hiring, the company is in a high-growth phase, offering significant career development opportunities.