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Signature Concierge - UK

Neko Health· Operations & Markets
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Hybrid (London)Full-timePosted 3mo ago

About the role

Be the defining voice of Neko's most premium member experience. Manage Signature member journeys end-to-end—from onboarding and clinic visits through to follow-up and ongoing support—ensuring interactions reflect hospitality, discretion, and personalised care in a high-touch environment.

Responsibilities

  • End-to-end management of Signature member journeys from onboarding to follow-up
  • Coordinate Signature member clinic visits and ensure centres are prepared
  • Greet members personally and resolve issues before escalation
  • Maintain high standards of hospitality, discretion, and personalised care across touchpoints
  • Develop and implement processes to ensure actions are completed within defined SLAs
  • Collaborate with cross-functional teams (product, marketing, legal, clinic teams) to roll out Signature features, processes, and system improvements
  • Create and maintain Signature Member Playbook including SOPs, tone of voice guidelines, and escalation protocols

Qualifications

  • Proven experience in luxury hospitality, concierge services, or high-touch customer support
  • Exceptional written and verbal communication skills; warm and polished for a premium audience
  • Strong organisational skills and meticulous attention to detail across multi-stakeholder journeys
  • Demonstrated ability to manage sensitive member information with discretion and professionalism
  • Proactive mindset with ability to anticipate needs and resolve issues before they surface
  • Comfortable using scheduling, CRM, and case management platforms (e.g. Zendesk)
  • Ability to build collaborative relationships across internal teams (operations, marketing, product, clinic staff)

Skills

Required:Luxury/high-touch customer serviceCommunicationOrganisation and multi-stakeholder coordinationDiscretion with sensitive informationCRM and case management platformsCross-functional collaboration
Last updated Oct 23, 2026. Interested? Apply on the company site.
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