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 career growth and development.
- Why this job: Make a real impact on how homeowners experience our brand.
- Qualifications: 5+ years in customer success or senior operations, ideally in hospitality.
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.
- 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) in London employer: August
August is an exceptional employer, offering a senior leadership role in a dynamic, design-led environment located in the heart of Bloomsbury, London. With a strong focus on employee growth and a commitment to inclusivity, we provide a hybrid work setup, generous benefits including a company pension scheme, and unique perks like Summer Fridays and a Christmas closure, all while empowering you to shape the homeowner experience in a rapidly growing company.
StudySmarter Expert Advice🤫
We think this is how you could land Head of Homeowner Experience (Mat Cover) in London
✨Tip Number 1
Network like a pro! Reach out to people in the industry, attend events, and connect with potential colleagues on LinkedIn. You never know who might have the inside scoop on job openings or can put in a good word for you.
✨Tip Number 2
Prepare for interviews by researching the company and its culture. Understand their values and how they align with yours. This will help you tailor your responses and show that you're genuinely interested in being part of the team.
✨Tip Number 3
Practice makes perfect! Conduct mock interviews with friends or family to get comfortable with common questions. The more you practice, the more confident you'll feel when it’s time to shine in front of the real interviewers.
✨Tip Number 4
Don’t forget to follow up after your interviews! A simple thank-you email can go a long way in leaving a positive impression. Plus, it shows that you’re proactive and genuinely interested in the role.
We think you need these skills to ace Head of Homeowner Experience (Mat Cover) in London
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, especially in hospitality or real estate, to show us you’re the perfect fit!
Showcase Your Communication Skills:Since this role involves a lot of communication with homeowners and board members, give us examples of how you've effectively managed relationships and communicated clearly in previous roles. We want to see your confident communicator side!
Demonstrate Your Problem-Solving Abilities:We love resourceful candidates! Share specific instances where you've tackled complex issues or improved processes in your past jobs. This will help us understand how you can enhance the homeowner experience at August.
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 this exciting opportunity right away.
How to prepare for a job interview at August
✨Know the Company Inside Out
Before your interview, dive deep into August's mission, values, and the unique homeowner experience they offer. Familiarise yourself with their luxury holiday home collections and understand what sets them apart in the real estate market. This knowledge will help you demonstrate your genuine interest and align your answers with their core values.
✨Showcase Your Leadership Skills
As a Head of Homeowner Experience, you'll need to lead a team effectively. Prepare examples from your past experiences where you've successfully managed teams, resolved complex issues, or improved customer satisfaction. Highlight your ability to coach and develop others, as this is crucial for the role.
✨Prepare for Board Interactions
Since you'll be representing August across various boards, practice how you would communicate with stakeholders. Be ready to discuss your approach to managing board meetings and how you would handle communication and follow-ups. This will show that you're not only capable but also confident in high-stakes situations.
✨Demonstrate Your Problem-Solving Skills
August values resourcefulness, so come prepared with examples of how you've tackled challenges in previous roles. Think about specific instances where you've improved processes or enhanced the customer experience. This will illustrate your ability to think on your feet and find creative solutions, which is essential for this position.
