Head of Resident Experience, Marketing & Operations in North East

Head of Resident Experience, Marketing & Operations

Reporting to: CEO / Senior Leadership Team

The Role

We are seeking a commercially focused, highly organised and proactive leader to oversee the performance of a portfolio of residential properties, elevate the resident experience and support the continued development of the brand.

Working closely with the senior leadership and operational teams, the successful candidate will help translate the organisation's vision and strategic objectives into effective operational delivery. They will play a key role in strengthening landlord and stakeholder relationships, improving resident satisfaction, and supporting occupancy and revenue growth.

This is a varied leadership position combining operations, customer experience, marketing, commercial performance and strategic project delivery.

Key Responsibilities

Operations & Resident Experience

• Oversee the day-to-day operational performance of the residential portfolio, working closely with senior management to maintain consistently high standards.
• Continuously review and enhance the resident journey, from initial enquiry and move-in through to occupation, renewal and departure.
• Monitor resident feedback, complaints and service performance, ensuring issues are resolved effectively and recurring themes are translated into operational improvements.
• Develop and implement initiatives that increase resident engagement, satisfaction, community and retention.
• Ensure operational processes and standards remain aligned with the brand proposition and resident expectations.

Landlord & Stakeholder Management

• Act as a key point of contact for landlords and other external stakeholders, maintaining strong and professional relationships.
• Provide regular communication and updates, ensuring expectations are managed effectively and opportunities for improvement are identified.
• Work collaboratively with internal and external stakeholders to support business objectives and maintain high levels of service.

Marketing & Brand Development

• Lead and support the development and implementation of the overall brand and marketing strategy.
• Oversee digital marketing activity, social media, campaigns, content and resident communications.
• Identify opportunities to strengthen brand awareness, market positioning and customer engagement.
• Work with internal teams and external partners to ensure marketing activity supports occupancy and revenue objectives.

Commercial Performance

• Partner with commercial teams to support enquiries, conversion rates, occupancy and revenue performance.
• Monitor key operational, business and commercial KPIs, identifying trends and implementing improvements where required.
• Use data and insight to drive performance, improve efficiency and support informed decision-making.

Strategy & Project Delivery

• Work directly with the senior leadership team to support the implementation of strategic initiatives across the business.
• Take ownership of key projects from concept through to successful delivery.
• Identify new technologies, partnerships, products and processes that can enhance operational efficiency, resident experience and overall business performance.
• Support the continued growth and evolution of the residential offering.

The Ideal Candidate

We are looking for an ambitious, commercially minded individual who is equally comfortable developing strategy and delivering practical operational improvements.

The successful candidate will ideally have:

• Experience within property, PBSA, Build-to-Rent, hospitality, hotels or another customer-focused environment.
• Strong operational management experience with a focus on service excellence.
• Awareness of marketing and brand development, including digital marketing and customer engagement.
• Excellent communication, stakeholder management and relationship-building skills.
• The confidence and credibility to work directly with CEOs, landlords and senior leadership teams.
• Strong commercial awareness and the ability to interpret and act upon business performance data.
• Exceptional organisational skills, with the ability to manage multiple priorities simultaneously.
• A proactive, solutions-focused approach and a strong sense of accountability.
• A track record of taking ownership, identifying opportunities and challenges, and ensuring actions are followed through to completion.

Measures of Success

Success in this role will be measured through:

• Resident satisfaction and retention.
• Occupancy and revenue performance.
• Strength and quality of landlord relationships.
• Operational standards and service delivery.
• Marketing effectiveness and brand development.
• Successful delivery of strategic projects and senior leadership initiatives.
• Continuous improvement in resident experience and operational efficiency.

The Opportunity

This is an exciting opportunity for an experienced operational and commercially minded leader to take a broad role within a growing residential business.

The successful candidate will have the opportunity to influence resident experience, operational performance, marketing, commercial growth and strategic development, working closely with senior leadership and playing a key role in shaping the future direction of the business.

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