At a Glance
- Tasks: Lead the homeowner experience journey and manage a dynamic team.
- Company: Join August, a leading luxury holiday home company in Europe.
- Benefits: Competitive salary, hybrid work, pension scheme, and summer Fridays.
- Other info: Inclusive workplace with opportunities for personal and professional growth.
- Why this job: Shape unforgettable experiences for homeowners and make a real impact.
- Qualifications: 5+ years in customer success or senior operations, ideally in hospitality or real estate.
The predicted salary is between 60000 - 70000 € per year.
Reporting to: Chief Operating Officer | Location: Bloomsbury, London | Contract type and duration: Fixed‑term contract (maternity cover, 6–9 months) | Hybrid (3 days in office) | Salary: £60,000 – £70,000 base annual salary pro‑rated.
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 offer families the joy of owning beautifully designed holiday homes across multiple European destinations, without the complexity. Founded in 2018, August has grown to become the leading co‑ownership platform in Europe, operating across 11 markets including Tuscany, the French Alps, Mallorca, Paris, London, and the Cotswolds.
The Role
We're looking for a Head of Homeowner Experience to cover a period of maternity leave, with an immediate start. This is a central leadership position — one that shapes how our homeowners experience August every day, from their first interaction with our team to the moment they arrive at their home.
Core Areas of Responsibility
- Homeowner Experience - owning the full homeowner journey, from day‑to‑day communications and concierge services to bookings, homeowner operations, and leading the HX team.
- Board Management - representing August across all collection boards and AGMs, building strong relationships with board directors and collaborating cross‑functionally with Legal, Finance, and Operations.
What You’ll Do
Homeowner Experience
- This encompasses the full breadth of how our homeowners interact with August — communications, bookings, concierge, and the team that delivers it all.
- Oversee all homeowner communications — ensuring they’re timely, clear, and consistently on‑brand across every channel.
- Take direct responsibility for managing complex issues and high‑touch cases with professionalism and care.
- Ensure seasonal updates and peak period communications are seamless and well‑coordinated.
- Develop strategies to improve team efficiency without compromising on homeowner experience.
- Oversee the booking and points system, ensuring a fair and efficient experience for all homeowners.
- Partner with Product to drive system improvements, resolve complex booking issues, and use data to inform strategy.
- Provide strategic oversight and direction for the development and launch of the concierge service offering — ensuring it remains brand‑aligned, commercially viable, and well‑integrated into the homeowner journey.
- Lead, develop, and support the HX team — setting clear expectations, providing regular coaching, and creating space for career growth.
Board Management
- Build and maintain strong, trust‑based relationships with the boards of each collection.
- Own the planning, management and execution of all board meetings — including Summer Boards, Winter Boards, and ad‑hoc sessions — as well as AGMs across all operational collections.
- Coordinate all board materials in collaboration with Legal, Finance, and Operations.
- Own all board communication, ensuring that all actions are followed up within a timely matter and any items raised are handled end‑to‑end.
- Renegotiate management agreements with a focus on service quality and cost efficiency.
About You
- You've built your career in customer success, homeowner or guest experience, or senior operations — ideally in 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.
- Significant experience in a customer‑facing senior leadership role — 5+ years, with a track record of delivering exceptional service at scale.
- Proven background in a startup or scale‑up environment — you’re hands‑on, adaptable, and energized by pace rather than unsettled by it.
- A strong and natural people leader, with experience managing and developing teams.
- Highly confident communicator — comfortable presenting to boards, leading AGMs, and managing relationships with a wide range of stakeholders.
- Exceptionally organized, with sharp prioritisation skills and a careful eye for detail.
- A calm and considered decision‑maker — comfortable handling risk, complexity, and ambiguity.
- Tech‑savvy — familiarity with Monday.com, Hubspot, Mailchimp, Figma, or Google Sheets is a bonus.
- Strong financial commercial and financial acumen — confident reviewing budgets and understanding any financial reporting for the collections.
AI & Ways of Working
All August Team Members are expected to progress through the August AI Framework. For this role, you will be expected to be on Level L1 with a clear pathway to L2.
- L1 – Projects, Skills & Connectors Create Claude projects with persistent context about your role, team, or clients. Connect Claude to Google Drive, Gmail, Calendar, and other tools to build a live knowledge base. Use connectors so Claude can read your actual files, emails, and data when answering. Build and save custom instructions and skills so Claude works consistently for your recurring tasks.
- L2 – Agents & Prototypes (progression goal) Build AI agents in Claude that can take actions, not just generate text. Create working prototypes and interactive tools using Claude artifacts. Use Claude Cowork to collaborate with teammates and AI together in real time. Connect Claude to external tools and data sources to automate multi‑step workflows.
What We Offer
- A senior leadership role in a design‑led company with a clear mission and strong momentum.
- A hybrid setup: 3 days per week in our Bloomsbury office.
- Company pension scheme.
- The chance to shape how homeowners experience a brand they love — with real scope to make your mark.
- Inclusive environment: a diverse, supportive and inclusive workplace.
- Christmas company closure: dedicated days over the Christmas period to allow the whole team to disconnect.
- Summer Fridays: early finishes during the summer months and selected Fridays throughout the year.
- A company‑provided laptop and tech setup to ensure you achieve our high standards of work.
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.
Head of Homeowner Experience (Mat Cover) employer: August
August is an exceptional employer, offering a senior leadership role in a dynamic and design-led environment located in the heart of Bloomsbury, London. With a strong focus on employee growth, the company fosters an inclusive culture that values urgency, excellence, and resourcefulness, while providing unique benefits such as hybrid working arrangements, summer Fridays, and a dedicated Christmas closure. Join us to shape the homeowner experience and make a meaningful impact within a rapidly growing co-ownership platform.
StudySmarter Expert Advice🤫
We think this is how you could land Head of Homeowner Experience (Mat Cover)
✨Tip Number 1
Network like a pro! Reach out to your connections in the real estate and hospitality sectors. Attend industry events or webinars where you can meet potential employers or colleagues. Remember, it’s all about who you know!
✨Tip Number 2
Prepare for interviews by researching August and its homeowner experience. Think about how your skills align with their values of excellence and resourcefulness. Show them you’re not just a fit for the role, but for the company culture too!
✨Tip Number 3
Practice your pitch! Be ready to explain how your past experiences have shaped your approach to customer success and team leadership. Keep it concise and engaging – you want to leave them wanting to know more about you!
✨Tip Number 4
Don’t forget to follow up after your interview! A quick thank-you email can go a long way in showing your enthusiasm for the role. Plus, it keeps you on their radar as they make their decision.
We think you need these skills to ace Head of Homeowner Experience (Mat Cover)
Some tips for your application 🫡
Tailor Your Application:Make sure to customise your CV and cover letter for the Head of Homeowner Experience role. Highlight your experience in customer success and leadership, and show how you align with August's values. We want to see how you can make a real impact!
Showcase Your Communication Skills:Since this role involves a lot of communication with homeowners and board members, it's crucial to demonstrate your strong communication skills. Use clear, concise language in your application and provide examples of how you've effectively managed relationships in the past.
Highlight Your Problem-Solving Abilities:We love candidates who can think on their feet! Share specific examples of complex issues you've resolved in previous roles, especially in customer-facing positions. This will show us that you're ready to tackle the challenges that come with the Head of Homeowner Experience.
Apply Through Our Website:Don't forget to submit your application through our website! It’s the best way for us to receive your details and ensures you’re considered for the role. Plus, it shows you’re keen on joining our team at August!
How to prepare for a job interview at August
✨Know Your Homeowner Journey
Familiarise yourself with the entire homeowner experience at August. Understand how each touchpoint works, from initial communications to concierge services. This will help you demonstrate your knowledge and show how you can enhance the homeowner journey.
✨Showcase Your Leadership Skills
Prepare examples of how you've successfully led teams in previous roles. Highlight your ability to develop and support team members, as well as how you've managed complex issues with professionalism. This is crucial for a leadership position like Head of Homeowner Experience.
✨Be Ready for Board Interactions
Since this role involves board management, practice how you would present to boards and manage relationships with stakeholders. Think about how you can build trust and communicate effectively, as these skills are essential for success in this position.
✨Demonstrate Your Tech Savviness
Brush up on tools like Monday.com, Hubspot, and Google Sheets. Be prepared to discuss how you’ve used technology to improve processes or enhance customer experiences. Showing that you're tech-savvy will give you an edge in this fast-paced environment.
