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-proof 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 modelling 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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