Role PurposeAs a Signature Concierge Program Lead, US, you will elevate and define the end to end experience for our most valued Signature members across our US clinics, as a recognised expert and senior leader for the function. You will lead, inspire, and operationalise our US Concierge teams, ensuring 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 in the US while staying close to the member experience. Your leadership will directly influence member satisfaction, retention, and brand reputation, and you will build the foundations that let the programme scale to other regions.
What You'll Deliver in the First 6 to 12 Months- Establish a best in class Signature member journey across the US, with measurable improvements in member satisfaction and retention (Member first, always).
- Lead, coach, and develop the US Signature Concierge teams, raising service quality metrics and reducing escalations through proactive, cross functional problem solving (Hard truths, high hopes).
- Own and scale a Signature Playbook, including SOPs, tone of voice guidelines, and escalation protocols, designed so it can be adapted for other regions later (Chase 10X, not 10%).
- Build strong partnerships with Product, Marketing, Legal, and Clinic leadership to redesign the systems and workflows supporting Signature members (Tech enabled, human centred).
- Drive operational refinements ensuring 100% completion of post visit follow ups within 48 hours, and seamless booking and onboarding across all US teams.
- Lead the rollout of new system features and workflows that improve personalisation and efficiency for Signature members.
Minimum Qualifications- Proven track record as a recognised expert or senior leader managing multiple teams or large scale programmes in luxury hospitality, concierge services, or high touch customer support.
- Demonstrated success owning end to end premium client or member experiences at scale, with measurable impact on satisfaction and retention.
- Exceptional leadership, communication, and interpersonal skills, with a record of inspiring excellence in service delivery across multiple teams.
- Strong operational and organisational skills, with meticulous attention to detail and the ability to drive innovation and best practice.
- Experience handling sensitive information with discretion and professionalism.
- Ability to operate both strategically and hands on, solving complex problems in a fast paced, evolving environment.
Preferred- Experience in health tech, healthcare, or other regulated environments.
- Familiarity with scheduling and CRM or support platforms (e.g. Zendesk or equivalent).
- Experience developing SOPs, playbooks, and service standards at scale across multiple teams.
- Multilingual skills or cross cultural experience supporting diverse members.
