At a Glance
- Tasks: Lead cultural transformation and elevate resident experiences in a luxury care environment.
- Company: Premium luxury care provider redefining the sector with innovative hospitality-driven experiences.
- Benefits: Competitive salary, annual bonus, and the chance to shape a new era in care.
- Other info: Join a dynamic team focused on innovation and employee wellbeing.
- Why this job: Be a change agent and leave a lasting legacy in a rapidly evolving industry.
- Qualifications: Experience in operational leadership or customer experience from premium sectors.
The predicted salary is between 100000 - 120000 £ per year.
A premium luxury care provider offers exceptional care in surroundings designed for those who expect the very best. Operating a highly regarded portfolio of luxury estates across the Greater London region, the business is in an aggressive growth phase with multiple state-of-the-art developments opening shortly.
This organisation is not just looking to keep pace with the care sector. They are partnering with a globally renowned brand consultancy to completely redefine it. The business is shifting from a traditional care model to a dynamic, highly personalised, hospitality-driven experience.
To spearhead this cultural and operational evolution, the business is appointing a Director of People & Service Excellence. This is a newly created, board-level position designed to embed the strongest values base in the sector while running a critical, multi-disciplinary team.
The Role
You will act as the principal change agent for the organisation. Reporting directly to the CEO, you will inherit and lead a team spanning HR Operations, Projects, and Technology Business Change. Your mandate is to future-proof the business by driving a 10-year vision of service excellence.
- Cultural Transformation: Moving the organisation away from traditional hierarchies to empower teams, driving human connection, and significantly reducing voluntary turnover.
- Service Innovation: Elevating the resident experience to mirror high-end leisure and luxury hospitality, ensuring continuous innovation in how residents live, dine, and engage.
- Technology & Process Modernisation: Overseeing the rollout of user-friendly, off-the-shelf digital tools to remove operational friction, while setting the foundational strategy for future AI integration in care settings.
- Highly Visible Leadership: Acting as a highly visible, empathetic leader across the estate, role modelling wellbeing, and keeping the senior directorship accountable to a people-first vision.
The Profile
The client is entirely open to candidates from outside the social care sector. A traditional HR background or CIPD qualification is not a prerequisite. We are highly interested in speaking with operational and customer experience leaders from fast-paced, premium, or luxury consumer environments (such as hospitality, retail, or private members clubs) who have a proven track record of forced evolution and cultural turnaround.
You must bring:
- Exceptional Energy & Execution: The business has zero tolerance for individuals who only generate ideas. You must be a highly energetic operator who actively participates in implementation and delivery.
- Modern Communication Skills: You must be a highly impactful communicator, entirely comfortable presenting to large audiences, appearing on video, and driving internal engagement through digital.
- Emotional Intelligence: You must be emotionally intelligent, capable of building absolute trust, operating calmly under pressure, and demonstrating genuine compassion for both residents and teams.
- Transformation Pedigree: Proven skills in leading complex change programmes, multi-tasking across different professional disciplines, and making data-driven decisions to enhance customer and employee experience.
If you are a hungry, disruptive leader looking to build something truly special and leave a lasting legacy in a sector ripe for innovation, we want to hear from you.
Director of Customer Experience & People in Beaconsfield employer: Practicus
As a premium luxury care provider, we pride ourselves on offering an exceptional work environment that fosters innovation and personal growth. Our culture is centred around empowering our teams and redefining the care sector through a hospitality-driven approach, ensuring that every employee feels valued and engaged. With competitive remuneration, annual bonuses, and a commitment to professional development, this is an exciting opportunity for those looking to make a meaningful impact in a rapidly evolving industry.
StudySmarter Expert Advice🤫
We think this is how you could land Director of Customer Experience & People in Beaconsfield
✨Tip Number 1
Network like a pro! Get out there and connect with people in the industry. Attend events, join online forums, and don’t be shy about reaching out to potential colleagues on LinkedIn. You never know who might have the inside scoop on job openings!
✨Tip Number 2
Showcase your personality! When you get that interview, let your passion for customer experience shine through. Share stories that highlight your energy and execution skills, and make sure to demonstrate how you can bring a fresh perspective to the role.
✨Tip Number 3
Prepare for the unexpected! Be ready to discuss not just your past experiences but also how you would approach challenges in this new role. Think about how you can drive cultural transformation and service innovation, and come armed with ideas to share.
✨Tip Number 4
Apply through our website! We’re all about making connections, so don’t hesitate to submit your application directly. It shows initiative and gives us a chance to see your enthusiasm for joining our team in redefining the care sector.
We think you need these skills to ace Director of Customer Experience & People in Beaconsfield
Some tips for your application 🫡
Show Your Passion:When writing your application, let your enthusiasm for the role shine through! We want to see how excited you are about transforming customer experience and people management in a luxury care setting.
Tailor Your CV:Make sure your CV is tailored to highlight your relevant experience in operational and customer experience roles. We’re looking for those standout moments that showcase your ability to drive change and innovation.
Craft a Compelling Cover Letter:Your cover letter is your chance to tell us why you’re the perfect fit for this role. Use it to connect your past experiences with our vision for service excellence and cultural transformation.
Apply Through Our Website:Don’t forget to apply through our website! It’s the best way for us to receive your application and ensures you’re considered for this exciting opportunity to lead in a dynamic environment.
How to prepare for a job interview at Practicus
✨Know the Company Inside Out
Before your interview, dive deep into the company's mission, values, and recent developments. Understand their shift towards a hospitality-driven experience and be ready to discuss how your background aligns with this transformation.
✨Showcase Your Change Management Skills
Prepare specific examples of how you've successfully led cultural transformations or service innovations in previous roles. Highlight your ability to empower teams and drive engagement, as these are key aspects of the role.
✨Demonstrate Emotional Intelligence
Be ready to discuss how you build trust and manage relationships under pressure. Share anecdotes that showcase your compassion for both customers and team members, as emotional intelligence is crucial for this position.
✨Engage with Impactful Communication
Practice articulating your ideas clearly and confidently. Since the role involves presenting to large audiences and driving internal engagement, demonstrate your modern communication skills during the interview.
