Signature Concierge Program Lead

📋 Description

• Lead and develop the Signature Concierge team for outstanding member experiences.
• Own the end-to-end Signature member journey across bookings, onboarding, visits, follow-ups.
• Collaborate with product, marketing, and legal to improve systems for Signature members.
• Develop and maintain the Signature Playbook, SOPs, and escalation protocols.
• Oversee bookings and onboarding workflows in Neko platforms with EAs for smooth onboarding.
• Ensure in-clinic hospitality standards and timely follow-up across touchpoints.

🎯 Requirements

• Proven experience leading teams in luxury hospitality, concierge, or high-touch customer support.
• 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.
• Proactive, solutions-oriented mindset and passion for creating memorable experiences.

🎁 Benefits

• Salary: USD 140,000 - 155,000 per year.
• Hybrid work model in New York, US.