Customer Experience Lead

Permanent - Immediate Start

Reporting to: Head of Customer Experience

Location: Bloomsbury, London | Full-time, permanent | Hybrid (3 days in office)

Salary: £47,500 - £50,000 base salary, plus up to £5,000 annual bonus tied to personal and company performance

About August

August is a full-service real-estate development and lifestyle company, based in London and specialising in luxury holiday home collections across Europe. Our collections are distinct from one another, each rooted in the architectural style, natural environment, and culture of its location. We give families the joy of owning beautifully designed holiday homes across Europe, without the complexity. Founded in 2018, August has grown into the leading lifestyle holiday home platform in Europe, operating across 11 markets including Tuscany, the French Alps, Mallorca, Paris, London, and the Cotswolds. Our homes are designed by Studio RL and cared for year-round, so that everything our homeowners experience feels effortless.

The Role

We're looking for a Customer Experience Lead to take ownership of how our homeowners experience August every day - from their first conversation with our team to the moment they arrive at their home. This is a permanent role. Reporting to the Head of Customer Experience, you'll be ultimately responsible for all operations and communications that touch our homeowners: the way we talk to them, the way they book and enjoy their homes, the concierge service that supports them, and the team that delivers it all. It's a hands‑on role in a fast‑moving company. You'll lead with confidence while staying close to the detail - equally happy setting direction for the team and rolling up your sleeves to look after a homeowner personally when it matters.

What You'll Do

• Homeowner relationships and communications: Own all inbound and outbound homeowner communications – making sure every message is timely, clear, considered and consistently on‑brand across every channel. Nurture relationships with homeowners, building and protecting a strong sense of community. Take direct responsibility for complex requests – resolving concerns calmly, professionally, and with genuine care. Make sure newsletter updates and peak‑period communications are seamless and well‑coordinated.
• Bookings and points: Oversee the day‑to‑day running of the booking and points system: the mechanism through which homeowners book their stays. Making sure that we’re keeping it fair, smooth, and seamless for all. Manage home release schedules, and bookings across both current and newly launched homes. Partner with the Product team to resolve issues, improve the system, and use data to inform how we make it better.
• Homeowner operations: Work with our Property Operations team to support any issues or requests, both ahead or during a stay. Ensuring that we’re rectifying challenges and communicating clearly and promptly. Ensure that the gifting policy is being managed to elevate homeowner stays, and go the extra mile.
• Team management: Manage, support, train, and develop the HX team (currently two) – setting clear expectations, coaching regularly, and creating space for people to grow. Develop ways of working that improve the team’s efficiency without ever compromising the homeowner experience. Work with the Board team to support with any communications and data required for meetings.
• Feedback, resolution, and insight: Track, triage, and resolve homeowner feedback, collaborating across teams to drive continuous improvement – sharing any trends to the Board team where appropriate. Handle compensation resolutions for negative experiences fairly and consistently, always with the homeowner’s satisfaction in mind.

About You

You've built your career in customer experience – ideally within hospitality, real estate, or a premium service environment. You know what excellent looks like, and you know how to build a team that delivers it.

• 5+ years in client relationship management, or guest experience, or operations management, with a proven track record of delivering high‑quality service.
• Experience in a start‑up or scale‑up environment.
• A natural and confident people leader, with real experience managing and developing small teams.
• An excellent communicator – clear, warm, and professional in writing and in person.
• Exceptionally organised, with sharp prioritisation skills and a careful eye for detail across communications, booking and points systems, and reporting.
• A calm, considered decision‑maker – comfortable resolving conflict and handling complexity and ambiguity.
• Tech‑savvy – familiarity with Monday.com, HubSpot, Mailchimp, Figma, or Google Sheets is a bonus.

Hours and Package

• Working hours: Monday to Friday, 9 am–6 pm, with the occasional need to work a Saturday to support homeowner needs. We’ll always give plenty of notice and balance it with time off.
• Location: Bloomsbury, London, with hybrid flexibility – 3 days in the office, 2 from home. (Office Days Monday, Wednesday and Friday)
• Salary: £47,500–£50,000 base, plus up to £5,000 annual bonus tied to personal and company performance.
• Travel: Frequent travel to and from Europe to visit the homes during dedicated maintenance weeks.
• Pension: Automatic enrolment into the company pension scheme.
• Equipment: A company‑provided laptop and tech setup, to help you achieve a high standard of work.
• Time to switch off: A full company closure over Christmas, plus Summer Fridays and selected early finishes throughout the year.
• Wellbeing: Health Assured Employee Assistance Programme, weekly team building, and a diverse, supportive, and inclusive team.
• Start date: ASAP.

Our Values

• Urgency – We act promptly, purposefully, and efficiently.
• Excellence – We set a high bar and raise it constantly.
• Resourcefulness – We embrace challenges and find creative solutions.
• Ownership Mindset – We take pride and accountability in everything we do.
• Openness – We communicate honestly and constructively.
• Kindness – We collaborate generously and always act with care.