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 (CEM) is an exceptional employer, offering a dynamic work environment in Ringwood, Hampshire, where your leadership can truly make a difference. With a strong focus on colleague engagement and customer excellence, CEM provides ample opportunities for professional growth, competitive benefits including a company car, and a supportive culture that values trust, openness, and respect. Join us to be part of a progressive team dedicated to enhancing the lives of our residents while fostering a high-performing workplace.
StudySmarter Expert Advice🤫
We think this is how you could land Operations Director
✨Tip Number 1
Network like a pro! Reach out to your connections in the industry, attend relevant events, and don’t be shy about letting people know you’re on the lookout for an Operations Director role. You never know who might have the inside scoop on a great opportunity!
✨Tip Number 2
Prepare for interviews by researching the company thoroughly. Understand their values, mission, and recent developments. This will not only help you answer questions but also show that you’re genuinely interested in being part of their team.
✨Tip Number 3
Practice your leadership stories! Be ready to share specific examples of how you’ve led teams, improved customer satisfaction, or driven operational efficiency. These anecdotes will make you stand out as a candidate who can deliver results.
✨Tip Number 4
Don’t forget to apply through our website! It’s the best way to ensure your application gets noticed. Plus, we love seeing candidates who are proactive and engaged with our brand. Let’s get you that Operations Director role!
We think you need these skills to ace Operations Director
Some tips for your application 🫡
Tailor Your Application:Make sure to customise your CV and cover letter to highlight your experience in leading operational teams and delivering customer excellence. We want to see how your skills align with our values and the specific requirements of the Operations Director role.
Showcase Your Leadership Style:In your application, share examples of how you've inspired and engaged teams in previous roles. We’re looking for someone who can create a positive environment and drive performance, so let us know how you’ve done this in the past!
Highlight Your Strategic Thinking:Demonstrate your ability to balance long-term growth with day-to-day operations. Use specific examples to show how you've successfully managed complex budgets and driven operational efficiency in your previous positions.
Apply Through Our Website:We encourage you to submit your application directly through our website. This way, we can ensure your application is reviewed promptly and you’ll be one step closer to joining our fantastic team at Churchill Estates Management!
How to prepare for a job interview at Churchill Retirement
✨Know the Company Inside Out
Before your interview, take some time to research Churchill Estates Management. Understand their values, mission, and the specific services they offer in Retirement Living. This will not only help you answer questions more effectively but also show your genuine interest in the role.
✨Showcase Your Leadership Skills
As an Operations Director, you'll need to demonstrate your ability to lead large teams. Prepare examples from your past experiences where you've successfully managed dispersed teams, driven operational efficiency, or improved customer satisfaction. Use the STAR method (Situation, Task, Action, Result) to structure your responses.
✨Prepare for Scenario-Based Questions
Expect scenario-based questions that assess your problem-solving skills and strategic thinking. Think about challenges you’ve faced in previous roles, particularly in managing budgets or implementing change programmes, and be ready to discuss how you approached these situations.
✨Engage with Your Interviewers
Interviews are a two-way street! Prepare thoughtful questions about the company’s future direction, team culture, and how they measure success in this role. This not only shows your enthusiasm but also helps you gauge if the company is the right fit for you.
