Signature Concierge Program Lead – US

Neko Health • New York, NY

16d

About The Position

As a Neko Signature Program Lead, you will lead and inspire the team responsible for delivering an exceptional, seamless, and personalised experience to our most valued Signature members. You will oversee the end-to-end journey for Signature members, ensuring every interaction, across bookings, onboarding, clinic visits, and follow-ups; meets our highest standards of hospitality, discretion, and care. This role blends strategic leadership with a hands-on approach to member support, requiring you to set the tone for service excellence while remaining actively involved in key touchpoints.

Requirements

• Proven experience managing teams in luxury hospitality, concierge services, or high-touch customer support environments.
• Exceptional leadership, communication, and interpersonal skills.
• Strong organisational skills and meticulous attention to detail.
• Demonstrated ability to handle sensitive information with discretion and professionalism.
• Familiarity with scheduling platforms is preferred
• A proactive, solutions-oriented mindset and a passion for creating memorable experiences.
• Language skills or cultural sensitivity are advantageous for supporting international members.

Responsibilities

• Lead, coach, and develop the Signature Concierge team to consistently deliver exceptional service across all member touchpoints.
• Own the end-to-end Signature member journey, from initial booking through post-visit follow-up, ensuring a high-touch, personalised experience at every stage.
• Foster a culture of proactive problem-solving, attention to detail, and continuous improvement.
• Partner closely with Product, Marketing, and Legal to enhance systems, processes, and policies supporting Signature members.
• Lead the creation and continuous evolution of the Signature Member Playbook, including SOPs, tone-of-voice guidelines, and escalation protocols.
• Support the rollout of new system features that elevate the Signature experience, including process design, change management, and team training to ensure smooth operationalisation.
• Ensure efficient creation and management of Signature member bookings within Neko platforms, including profile setup and issue resolution.
• Collaborate with Executive Assistants, Marketing, and Operations to deliver seamless onboarding and clear communication for all new and returning Tier 1 Signature members.
• Continuously monitor and refine onboarding processes to ensure member information is complete ahead of appointments and expectations are clearly set.
• Set and uphold the standard for in-clinic hospitality, ensuring Signature members are personally welcomed and supported throughout their visit.
• Be present in clinic to greet Tier 1 Signature members and provide hands-on support during their experience.
• Work closely with clinic teams to resolve appointment-related issues and escalate experience risks to relevant stakeholders when needed.
• Ensure Neko Health Centres are consistently prepared to deliver a premium experience for Signature member visits.
• Oversee timely completion of all post-visit follow-up actions within 48 hours to maintain service excellence.
• Act as an escalation point for complex or high-touch member requests, supporting the team in delivering swift and effective resolutions.
• Monitor Zendesk and other support tools to ensure Signature members are prioritised and receive consistently exceptional support.

Benefits

• We offer a dynamic work environment with a high degree of autonomy that fosters growth and development.
• Please note: we perform background and reference checks as part of our interview process.

What This Job Offers

• Job Type: Full-time
• Career Level: Mid Level
• Education Level: No Education Listed