Wellbeing & Lifestyle Manager

AEM Living brings together three distinctive retirement living brands Audley Villages, Mayfield Villages and Elysian Residences united by a shared commitment to creating exceptional places to live.

Across our villages, our owners live independently in their own homes while enjoying access to beautiful surroundings, outstanding facilities and a range of hospitality, leisure, wellbeing and lifestyle services. At the heart of everything we do is creating an exceptional experience and helping our owners live the life they choose.

We're excited to introduce a new Wellbeing & Lifestyle Manager position within our village teams.

Region: This is a regional position, your base location will be your closest village and travel will be required across your portfolio. This role covers the following villages: Audley Ellerslie in Malvern ( WR14 3HL) and Audley Redwood in Bristol (BS8 3TG)

This is a new and exciting opportunity for an experienced, customer-focused individual to take ownership of the day-to-day lifestyle and customer experience for prospects, new owners and existing owners.

The Wellbeing & Lifestyle Manager will play a key role in shaping how people experience life within our villages from the first visit, through the move-in and settling-in journey, to long-term engagement and participation.

Working closely with the General Manager, you will work across the village, bringing together Sales, Operations, Leisure, Housekeeping and other teams to create a joined-up, personal and exceptional customer experience.

What will you be responsible for?

Creating an exceptional prospect experience

You will help bring village life to life for prospective owners.

• Lead and support experience-led visits and tours.
• Help prospects understand not just what services we offer, but what life at the village could feel like.
• Build an understanding of individual interests, aspirations and lifestyle preferences.
• Work closely with Sales to use customer insight to strengthen the prospect journey and support conversion.
• Ensure the lifestyle experience presented to prospects is authentic, engaging and consistently delivered.

Owning the new owner experience

A key part of the role will be ensuring every new owner feels expected, welcomed, known and confident.

You will:

• Establish contact with owners before they move in.
• Coordinate their move-in welcome and introduction to village life.
• Ensure new owners are introduced to the people, facilities, clubs and activities most relevant to them.
• Monitor how they are settling in during their first few weeks.
• Lead a 30-day follow-up to understand how they are feeling and identify any further support or introductions that could help.
• Continue to identify opportunities to help owners become confident and engaged members of the community.

Lead the lifestyle and community programme

You will take ownership of creating a vibrant, relevant and engaging lifestyle programme for our owners.

This will include:

• Developing and coordinating the monthly lifestyle calendar.
• Creating a balanced programme of social, cultural, wellbeing, leisure, seasonal and enrichment opportunities.
• Ensuring activities reflect the interests and preferences of our owners.
• Working with colleagues and external partners to introduce new experiences and opportunities.
• Using participation, feedback and customer insight to continually improve the programme.
• Creating an environment where shared spaces feel active, welcoming and purposeful.

Cross-Team Coordination

• Work closely with Sales to ensure the lifestyle promise is visible, credible and consistently reflected in the prospect journey.
• Coordinate with the Leisure Club to integrate classes, wellbeing activities and social opportunities into the wider customer experience.
• Partner with Hospitality and Front of House to create warm, consistent and high quality moments across the village.
• Share relevant owner preferences with colleagues only where appropriate and necessary to personalise the experience.
• Support a joined-up approach so customers receive consistent information and do not have to repeat themselves unnecessarily.
• Coordinate clear intersection handovers with the care provider where an owner’s lifestyle, wellbeing, confidence, access or support needs overlap with regulated care, ensuring information is factual, proportionate and shared through the correct route.
• Recognise and promptly escape indicators that an owner may have emerging or changing regulated care needs, while avoiding assessment, advice or decision making outside the scope of the role.
• Escalate concerns, complaints, safeguarding matters or regulated care queries through the correct management route.

Know our owners and personalise their experience

At the heart of the role is knowing our customers. You will:

• Build strong, trusted relationships with owners.
• Understand their interests, preferences and aspirations.
• Use the Wellbeing & Lifestyle Profile to capture relevant information, with consent.
• Make thoughtful introductions and recommendations based on individual preferences.
• Encourage participation without making owners feel pressured.
• Identify barriers that may prevent someone from engaging in village life and work with the relevant teams to find practical solutions.

What are we looking for?

We're looking for someone who is naturally warm, caring and people-focused, with a genuine passion for helping older people get the most out of village life.

You will ideally have a background in care, with experience of supporting older people and an understanding of the importance of dignity, independence, choice and wellbeing. You may also have experience in hospitality, activities, lifestyle, community engagement or customer experience.

You'll need to be:

• Naturally confident building trusted relationships with owners and their families.
• A great listener who takes the time to understand individual needs, interests and preferences.
• Organised and able to manage multiple activities, events and follow-ups.
• Creative and proactive, with ideas for making village life even better.
• Comfortable working across different teams and bringing people together.
• Professional and discreet, with a strong understanding of confidentiality and appropriate professional boundaries.
• Passionate about promoting wellbeing, independence and meaningful engagement.
• Confident using Microsoft Office, CRM systems and other digital platforms.

You'll need to demonstrate:

• Strong leadership and customer experience instincts.
• The ability to see the village through the customer's eyes.
• Excellent relationship-building and communication skills.
• Strong organisation and project coordination skills.
• Confidence working across multiple teams and influencing without direct authority.
• Creativity and initiative, with the ability to turn ideas into engaging experiences.
• Excellent judgement, discretion and understanding of confidentiality.
• A genuine understanding of the importance of independence, choice, dignity and personal preference in later-life living.
• Confidence using Microsoft Office, CRM systems and digital platforms.

What makes this a great opportunity?

This is a new role, so you'll have the opportunity to shape what the Wellbeing & Lifestyle Manager role looks like within our villages.

You’ll have the opportunity to influence how we welcome people, how we introduce them to village life, how we help new owners settle in and how we create a community where people feel connected and engaged.

Salary: £45,000.

For full job description, please see attached.

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