Director of Residential Operations (Build to Rent) – London

MCR Property Group is seeking an experienced Director of Residential Operations (Build to Rent) to lead and optimise the day-to-day operational performance of our growing national BTR portfolio. This is a senior leadership role focused on operational excellence, resident experience, and scalable service delivery across a diverse and expanding residential platform. This role is ideal for a proven BTR or residential operations leader who excels in managing multi-site portfolios, leading on-site and central teams, and embedding best-in-class operational standards across lettings, property management, and facilities management functions.

About MCR Property Group: MCR Property Group is a leading independent real estate investment and development company with offices in London, Manchester, Birmingham, and Glasgow. We deliver high-quality new-build and conversion schemes across residential and industrial sectors and manage a diverse, multi-billion-pound portfolio. Our current holdings include more than 7,500 residential plots and a significant commercial and industrial asset base valued in excess of £2 billion. We are entrepreneurial, fast-paced, and focused on long‑term value creation, offering a compelling environment for senior operational leaders within the BTR sector.

Role Overview: The Director of Residential Operations (BTR) will have full accountability for the operational performance, service delivery, and resident experience across MCR’s Build to Rent portfolio. The role spans mobilisation, lease‑up, stabilisation, and steady‑state operations, ensuring that all assets operate efficiently, compliantly, and in line with brand and service standards. You will lead lettings, residential management, and facilities management functions, ensuring consistent, strong financial performance, high resident satisfaction, and effective risk management across the portfolio. This is a highly visible leadership role, working closely with asset management, development, finance, and senior stakeholders to ensure operational delivery supports long‑term asset performance.

Key Responsibilities:

• Residential Operations Leadership: Provide overall leadership and governance across all BTR operational activities. Ensure consistent implementation of operating standards, policies, and procedures across all sites. Take ownership of day‑to‑day performance across lettings, block management, and facilities management functions. Act as senior operational escalation points for complex resident, building, or service issues.
• Mobilisation, Lease‑Up & Stabilisation: Lead mobilisation planning for new BTR schemes, including staffing models, systems, processes, and compliance readiness. Oversee lease‑up activity to ensure occupancy, income, and service targets are achieved. Support pricing, leasing velocity, and renewal strategies aligned with local market dynamics. Ensure smooth transition from mobilisation into stabilised, business‑as‑usual operations.
• Resident Experience & Service Excellence: Champion a resident‑first operating culture across all developments. Drive continuous improvement across the full resident journey, from enquiry and onboarding through to renewal. Ensure consistent handling of complaints, service recovery, and resident communications. Support community‑building initiatives that enhance resident engagement, satisfaction, and retention.
• People Leadership & Capability Building: Lead, mentor, and develop high‑performing central and on‑site teams. Set clear performance expectations and KPIs for operational teams and managing agents. Build scalable team structures and succession plans to support portfolio growth. Foster a culture of accountability, professionalism, and service excellence.
• Financial & Operational Performance: Own operational budgets, forecasting, and cost control across the BTR portfolio. Drive improvements in rent collection, arrears management, void reduction, and cost efficiency. Monitor and report on key operational KPIs including occupancy, NPS, arrears, service levels, and maintenance performance. Identify operational efficiencies and value‑enhancing initiatives in collaboration with asset management.
• Compliance, Risk & ESG: Ensure full compliance with health & safety, fire safety, building safety, data protection, and landlord obligations. Maintain robust governance and audit frameworks across all residential operations. Embed ESG principles into operational delivery, including resident wellbeing, sustainability, and social value initiatives. Manage operational risk and ensure readiness for regulatory change.

Experience & Qualifications:

• 7–10+ years’ experience in a senior residential operations leadership role within BTR, PRS, student accommodation, or hospitality‑led residential environments.
• Demonstrable experience managing multi‑site residential portfolios and operational teams.
• Strong track record in lease‑up delivery, stabilised operations, service improvement, and arrears reduction.
• Proven ability to manage large operational budgets and complex P&Ls.
• Excellent leadership, stakeholder management, and communication skills.
• Degree in Real Estate, Business, Hospitality, or a related discipline.
• Professional qualifications such as MRICS, ARLA, or IWFM are advantageous.

Working Environment: London‑based role with regular travel to regional BTR sites. Occasional out‑of‑hours availability required during key operational phases.

Benefits: 22 days annual leave plus bank holidays (increasing with service). Birthday day off. Long‑term career progression within a rapidly expanding national property group.

Next Steps: Applications are being reviewed immediately. If you have the operational leadership expertise to drive service excellence and performance across a national Build to Rent portfolio, please submit your CV as soon as possible to james.lacey@mcrproperty.com. Shortlisted candidates will be contacted promptly.