At a Glance
- Tasks: Lead and inspire a team to deliver exceptional Retirement Living services.
- Company: Join Churchill Estates Management, a progressive leader in Retirement Living.
- Benefits: Enjoy a competitive salary, company car, and generous holiday allowance.
- Other info: Be part of a rapidly growing company with a commitment to high standards.
- Why this job: Make a real impact on the lives of retirees while shaping the future of our services.
- Qualifications: Proven experience in leading operational teams and driving customer excellence.
The predicted salary is between 70000 - 90000 £ per year.
Churchill Estates Management (CEM) is seeking an experienced Operations Director to join its senior leadership team and lead the delivery of high-quality Retirement Living services across the business. This is a pivotal leadership role with accountability for operational excellence, customer satisfaction, colleague engagement, and strategic growth. As a key member of the Management Team, you will help shape the future direction of CEM, ensuring our services consistently deliver value, peace of mind and an excellent customer experience for leaseholders, while creating a positive and high-performing environment for colleagues. This role is office based from our Head Office in Ringwood, Hampshire.
Role Purpose
- Lead the successful delivery of CEM’s Retirement Living services in line with the company’s vision, values and strategic objectives.
- Champion a culture of customer excellence, ensuring residents receive responsive, high-quality and value-driven services.
- Create an engaging and supportive colleague experience that attracts, develops and retains high-performing teams.
- Drive operational efficiency, continuous improvement and robust governance to ensure service charges and operating costs remain fair, transparent and focused on owners’ cost of living.
- Support the expansion of new Retirement Living services and innovative business opportunities.
Key Responsibilities
- Operational Leadership
- Provide inspiring leadership to a workforce of 300 colleagues, including 5 direct reports and their teams, setting clear expectations, coaching talent and creating a culture of accountability, engagement and continuous development.
- Ensure all services are delivered safely, compliantly and in accordance with all relevant legal, regulatory frameworks as well as fully maintaining the Health & Safety standards, with clear ownership, strong compliance and swift resolution of issues.
- Embed CEM’s values across all operations, creating a consistently high standard of customer service across every development.
- Use customer insight, colleague feedback and performance data to continuously improve service delivery and satisfaction.
- Lead the preparation of annual service charge budgets, ensuring strong financial discipline, transparency and value for money for leaseholders.
- Drive smarter, more efficient ways of working to help control costs and minimise financial pressures on owners.
- Retirement Living – Growth & New Services
- Work closely with the Managing Director and SLT Colleagues to expand service delivery and support business growth.
- Oversee the mobilisation and commissioning of new developments, ensuring excellent customer journeys, operational readiness and delivery to time and budget.
- Build trusted relationships with partners, investors, RTM Directors and stakeholders to generate new business opportunities.
- Lead new and innovative business streams, ensuring scalable processes, effective contracts and sound governance.
- Partner with Churchill Living Sales teams to align services with company sales targets.
- Corporate Leadership & Representation
- Represent CEM externally with regulators, professional bodies, trade associations and at industry events.
- Lead the development and continuous review of operational policies, procedures and manuals to ensure best practice and consistency.
- Oversee the emergency call-out rota (evenings and weekends) and respond to urgent situations as required.
- Contribute strategically across the wider business, helping shape long-term plans, performance priorities and organisational effectiveness.
Skills & Experience
- We are looking for a people-focused senior Operations Leader with a proven track record of leading dispersed teams and delivering excellent customer outcomes.
- The ideal person will have:
- Strong experience leading large multi-site operational teams through engagement, coaching and performance management.
- Passion for customer excellence, service improvement and colleague satisfaction.
- Demonstrable success in driving operational efficiency, change programmes and continuous improvement.
- Commercially and financially astute, with experience managing complex budgets and service charge structures.
- Strong strategic thinker, able to balance long-term growth with day-to-day operational delivery.
- Excellent communication, stakeholder management and influencing skills.
- Highly organised, able to manage competing priorities and make sound decisions.
- Resilient, adaptable and comfortable operating in a fast-paced, evolving environment.
- Strong IT and systems capability.
How You’ll Be Rewarded
- Competitive salary
- Company Car benefit
- 28 days holiday + Bank Holidays
- Day off on your birthday
- Excellent colleague benefits including Family BUPA Cover, Health Screening, Group Personal Pension Plan and Life Assurance
- £200 John Lewis vouchers for expectant parents
- Colleague wellbeing programmes and ambassadors
About Us
We are Churchill Estates Management, a progressive managing agent of privately owned leasehold Retirement Living accommodation. We manage nearly 300 developments nationally, supporting over 10,000 leaseholders and providing property services and customer care to more than 12,000 retired people. We are ambitious, growing rapidly, and committed to raising standards in Retirement Living. Join an award-winning, customer-focused business where people matter and where your leadership can make a lasting difference to customers, colleagues and communities.
Our Values – TORCH: Trust | Openness | Respect | Communication | Honesty
Operations Director employer: Churchill Retirement
Churchill Estates Management is an exceptional employer, offering a rewarding part-time Lodge Manager role at Lord Rosebury Lodge in Epsom, Surrey. With a strong focus on employee well-being, we provide excellent benefits including generous holiday entitlement, professional development opportunities, and a supportive work culture that values trust, openness, and communication. Join our dedicated team and make a meaningful impact in the lives of our Home Owners while enjoying a fulfilling work environment.
StudySmarter Expert Advice🤫
We think this is how you could land Operations Director
✨Get Involved in Industry Events
Jumping into industry events or leadership conferences can really help boost your visibility. Not only will you meet potential employers, but you’ll also get the chance to connect with other leaders in corporate management. Look for local or even virtual events that focus on leadership—every connection counts!
✨Engage in Professional Networks
Join professional management associations relevant to your career goals. These networks often host workshops, panels, and networking events that can put you in front of hiring managers. Plus, they can give you the scoop on upcoming roles, such as the full-time positions with companies like Churchill Retirement.
✨Showcase Your Leadership Skills
When reaching out to potential employers, particularly for leadership roles, demonstrate your leadership capabilities with real examples. Share stories from your previous positions that illustrate how you handled challenges and drove results. This will help you stand out when you apply to places like Churchill Retirement.
✨Tailor Your LinkedIn Presence
Ensure your LinkedIn profile is specifically tailored to corporate leadership. Highlight achievements, showcase relevant content and engage with posts in management groups. This not only builds your credibility but keeps you on the radar of companies looking for candidates like you as they post full-time opportunities.
We think you need these skills to ace Operations Director
Some tips for your application 🫡
Show Us Your Leadership Skills:In the corporate leadership and management field, it's essential to highlight your leadership experience. Use your CV to flesh out examples of how you've led teams to success or managed significant projects. We want to see specific instances where your actions made a tangible difference in your previous roles!
Quantify Your Achievements:Numbers talk, especially in management! When detailing your achievements in your CV or cover letter, don’t just say you improved team performance. Instead, say you boosted productivity by 30% over six months through effective strategy implementation. This makes your application pop and shows us what you can bring to Churchill Retirement.
Craft a Compelling Cover Letter:Your cover letter is your chance to narrate your professional journey. We’re looking for motivation and a clear understanding of what corporate leadership means to you. Dive into your aspirations and how they align with the values and vision of Churchill Retirement. Make it personal – we want to get to know you!
Tailor Your CV for Management Roles:Ensure your CV reflects the management skills that are essential for this role. Focus on competencies like strategic planning, team building, and problem-solving. Use a clean layout, and don’t forget to align your experiences with those keywords mentioned in the job listing. This will help you stand out from the crowd!
How to prepare for a job interview at Churchill Retirement
✨Showcase Your Leadership Style
You’ll want to thoroughly convey your unique approach to leadership. During the interview with Churchill Retirement, be ready to share real-life examples of how you've inspired and motivated teams in the past. Think about specific achievements that illustrate your strategic thinking and your ability to drive results.
✨Brush Up on Management Theories
Expect some technical questions related to management theories and practices. Brush up on concepts like transformational leadership, servant leadership, or situational leadership. Be prepared to discuss how you would apply these theories to the role at Churchill Retirement, especially in the specific context of the challenges they’re currently facing.
✨Craft Your Vision for the Company
Since this is a full-time leadership role, spending time thinking about your vision for Churchill Retirement could really set you apart. Consider potential strategies for growth and how you would lead teams towards achieving them. This shows not just enthusiasm, but also strategic foresight that they’ll likely be looking for in a candidate.
✨Emphasise Team Dynamics and Culture
In corporate leadership, team dynamics and organisational culture are everything. Be ready to discuss how you've fostered a positive work environment in previous roles. Bring up examples of how you've managed diverse teams effectively—this will resonate well at Churchill Retirement as they’re likely seeking a candidate who can enhance their workplace culture.
