Director of People & Customer Experience
Location: South East / Home Counties (Highly visible across the estate)
Remuneration: £100,000 to £120,000 + Annual Bonus
Reporting to: Chief Executive Officer
The Opportunity
A premium luxury care provider offers exceptional care in surroundings designed for those who expect the very best. Operating a highly regarded portfolio of luxury estates across the Greater London region, the business is in an aggressive growth phase with multiple state‑of‑the‑art developments opening shortly.
This organisation is not just looking to keep pace with the care sector. They are partnering with a globally renowned brand consultancy to completely redefine it. The business is shifting from a traditional care model to a dynamic, highly personalised, hospitality‑driven experience.
To spearhead this cultural and operational evolution, the business is appointing a Director of People & Service Excellence. This is a newly created, board‑level position designed to embed the strongest values base in the sector while running a critical, multi‑disciplinary team.
The Role
You will act as the principal change agent for the organisation. Reporting directly to the CEO, you will inherit and lead a team spanning HR Operations, Projects, and Technology Business Change.
Your mandate is to future‑prove the business by driving a 10‑year vision of service excellence.
Key deliverables include:
- Cultural Transformation: Moving the organisation away from traditional hierarchies to empower teams, driving human connection, and significantly reducing voluntary turnover.
- Service Innovation: Elevating the resident experience to mirror high‑end leisure and luxury hospitality, ensuring continuous innovation in how residents live, dine, and engage.
- Technology & Process Modernisation: Overseeing the rollout of user‑friendly, off‑the‑shelf digital tools to remove operational friction, while setting the foundational strategy for future AI integration in care settings.
- Highly Visible Leadership: Acting as a highly visible, empathetic leader across the estate, role‑modeling wellbeing, and keeping the senior directorship accountable to a people‑first vision.
The Profile
The client is entirely open to candidates from outside the social care sector. A traditional HR background or CIPD qualification is not a prerequisite.
We are highly interested in speaking with operational and customer experience leaders from fast‑paced, premium, or luxury consumer environments (such as hospitality, retail, or private members clubs) who have a proven track record of forced evolution and cultural turnaround.
You must bring:
- Exceptional Energy & Execution: The business has zero tolerance for individuals who only generate ideas. You must be a highly energetic operator who actively participates in implementation and delivery.
- Modern Communication Skills: You must be a highly impactful communicator, entirely comfortable presenting to large audiences, appearing on video, and driving internal engagement through digital platforms.
- High Emotional Intelligence: You must be emotionally intelligent, capable of building absolute trust, operating calmly under pressure, and demonstrating genuine compassion for both residents and teams.
- Transformation Pedigree: Proven skills in leading complex change programmes, multi-tasking across different professional disciplines, and making data‑driven decisions to enhance customer and employee experience.
If you are a hungry, disruptive leader looking to build something truly special and leave a lasting legacy in a sector ripe for innovation, we want to hear from you.
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