Signature Concierge Program Lead – EMEA

Location: London, hybrid

Company

hirify.global develops technology-enabled, preventative healthcare combining non-invasive assessments with direct clinical care and personalised health insights.

What you will do

• Define and improve the end-to-end Signature member journey across EMEA, from booking and onboarding through clinic visits and follow-up.
• Lead, coach, and develop the EMEA Signature Concierge team while improving service quality and reducing escalations.
• Develop and operationalise a Signature Playbook covering SOPs, tone of voice guidelines, and escalation protocols.
• Partner with Product, Marketing, Legal, and Clinic teams to improve systems and workflows for Signature members.
• Ensure post-visit follow-ups are completed within 48 hours and optimise booking and onboarding processes.
• Drive the rollout of system features and workflows that improve personalisation and operational efficiency.

Requirements

• Experience leading teams in luxury hospitality, concierge services, or high-touch customer support.
• Proven success managing premium client or member experiences with measurable effects on satisfaction and retention.
• Exceptional leadership, communication, and interpersonal skills.
• Strong operational and organisational skills with meticulous attention to detail.
• Experience handling sensitive information with discretion and professionalism.
• Ability to work strategically and hands-on in a fast-paced, evolving environment.

Nice to have

• Experience in health-tech, healthcare, or other regulated environments across EMEA markets.
• Familiarity with scheduling and CRM or support platforms such as Zendesk.
• Experience creating SOPs, playbooks, and service standards at scale.
• Multilingual skills or cross-cultural experience supporting members across EMEA markets and time zones.

Culture & Benefits

• Member-first approach focused on hospitality, discretion, and personalised care.
• Technology-enabled, human-centred preventative healthcare environment.
• High standards of service excellence and continuous operational improvement.
• Cross-functional collaboration across Product, Marketing, Legal, and Clinic teams.