At a Glance
- Tasks: Lead the homeowner experience and manage board communications in a dynamic environment.
- Company: Join August, a leading luxury holiday home company based in London.
- Benefits: Enjoy a competitive salary, hybrid work, and a supportive team culture.
- Other info: Inclusive workplace with opportunities for career growth and development.
- Why this job: Make a real impact on how homeowners experience our brand every day.
- 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: Full-time/Fixed-term contract (maternity cover, 6–9 months) | Hybrid (3 days in office)
Salary: £60,000 – £70,000 base annual salary pro-rata
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. The role sits across two 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 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 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 Annual General Meetings (AGMs) across all operational collections.
- Coordinate all board materials in collaboration with Legal, Finance, and Operations.
- Own all board communication, including ensuring that all actions are followed up within a timely matter, and any items raised are handled end-to-end.
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.
- 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 scaleup environment - you're hands-on, adaptable, and energised 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 organised, with sharp prioritisation skills and a careful eye for detail.
- Tech-savvy - familiarity with Monday.com, Hubspot, Mailchimp, Figma, or Google Sheets is a bonus.
- Strong commercial and financial acumen - confident reviewing budgets and understanding any financial reporting for the Collections.
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.
Interested? If this sounds like the right role for you, we'd love to hear from you. Please send a short note on why you're interested — along with your CV — to: tilly@augustcollections.com
Please use the subject line: "Head of Homeowner Experience – Maternity Cover" When applying, please let us know:
- Whether you require visa sponsorship.
- Whether you're London-based and happy with the hybrid office arrangement.
- Your experience in senior customer success or stakeholder relations roles.
- Any background in real estate, hospitality, or the luxury sector.
Maternity Cover - Head of Homeowner Experience employer: August
August is an exceptional employer, offering a dynamic and inclusive work culture that prioritises employee growth and development. With a hybrid working model based in Bloomsbury, London, employees enjoy a supportive environment that fosters creativity and collaboration, alongside benefits such as a company pension scheme, summer Fridays, and dedicated time off during the Christmas period. This role provides a unique opportunity to shape homeowner experiences in a leading real-estate development company, making a meaningful impact while working with a passionate team.
StudySmarter Expert Advice🤫
We think this is how you could land Maternity Cover - Head of Homeowner Experience
✨Tip Number 1
Network like a pro! Reach out to your connections in the real estate and hospitality sectors. Attend industry events or webinars, and don’t be shy about introducing yourself. You never know who might have the inside scoop on job openings!
✨Tip Number 2
Prepare for interviews by researching August and its homeowner experience. Understand their values and how you can contribute to them. Practice common interview questions and think of examples from your past that showcase your skills in customer success and team leadership.
✨Tip Number 3
Follow up after interviews! A quick thank-you email can go a long way. Mention something specific from your conversation to remind them of your fit for the role. It shows you're genuinely interested and keeps you top of mind.
✨Tip Number 4
Don’t forget to apply through our website! It’s the best way to ensure your application gets seen. Plus, it shows you’re serious about joining the team at August and ready to dive into the homeowner experience journey.
We think you need these skills to ace Maternity Cover - Head of Homeowner Experience
Some tips for your application 🫡
Be Yourself:When you're writing your application, let your personality shine through! We want to get a sense of who you are, so don’t be afraid to show your enthusiasm for the role and the company.
Tailor Your CV:Make sure your CV is tailored to the Head of Homeowner Experience role. Highlight relevant experience in customer success or stakeholder relations, and don’t forget to mention any background in real estate or hospitality!
Craft a Compelling Cover Note:Your cover note is your chance to tell us why you’re the perfect fit for this position. Keep it concise but impactful, and make sure to address how your skills align with our values and the responsibilities outlined in the job description.
Apply Through Our Website:We encourage you to apply through our website for a smoother process. It helps us keep everything organised and ensures your application gets the attention it deserves!
How to prepare for a job interview at August
✨Know the Company Inside Out
Before your interview, make sure you research August thoroughly. Understand their mission, values, and the unique aspects of their holiday home collections. This will not only help you answer questions more effectively but also show your genuine interest in the role.
✨Prepare for Scenario-Based Questions
Given the hands-on nature of the Head of Homeowner Experience role, be ready to discuss specific scenarios you've faced in previous positions. Think about how you've handled complex homeowner issues or improved team efficiency, and be prepared to share these examples during the interview.
✨Showcase Your Leadership Style
As a potential leader, it's crucial to convey your leadership style and how you develop teams. Be ready to discuss your approach to coaching and setting expectations, as well as how you foster an inclusive and supportive environment for your team.
✨Demonstrate Your Communication Skills
Since this role involves significant communication with boards and stakeholders, practice articulating your thoughts clearly and confidently. You might even want to prepare a brief presentation on a relevant topic to showcase your ability to engage and inform an audience.
