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: Open to diverse backgrounds; must be energetic and emotionally intelligent.
- 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 platforms.
- High 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 People & Customer Experience 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 rooted in a people-first approach, empowering employees to drive meaningful change while enjoying competitive remuneration and a dynamic, collaborative atmosphere. With exciting opportunities for professional development and the chance to redefine the care sector alongside a globally renowned brand consultancy, this role promises a rewarding career path in a rapidly evolving industry.
StudySmarter Expert Advice🤫
We think this is how you could land Director of People & Customer Experience
✨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 on LinkedIn. We all know that sometimes it’s not just what you know, but who you know!
✨Tip Number 2
Prepare for those interviews by researching the company inside out. Understand their values, culture, and recent developments. We want you to walk in feeling confident and ready to show how you can drive their vision forward.
✨Tip Number 3
Practice your pitch! You need to be able to articulate your experience and how it aligns with the role of Director of People & Customer Experience. We suggest rehearsing with a friend or in front of a mirror until you feel like a superstar.
✨Tip Number 4
Don’t forget to apply through our website! It’s the best way to ensure your application gets the attention it deserves. Plus, we love seeing candidates who are proactive and engaged with our brand.
We think you need these skills to ace Director of People & Customer Experience
Some tips for your application 🫡
Tailor Your CV:Make sure your CV speaks directly to the role of Director of People & Customer Experience. Highlight your experience in cultural transformation and service innovation, as these are key for us. Use specific examples that showcase your impact in previous roles.
Craft a Compelling Cover Letter:Your cover letter is your chance to shine! Share your passion for redefining the care sector and how your background aligns with our vision. Be authentic and let your personality come through – we want to see the real you!
Showcase Your Leadership Style:In your application, emphasise your leadership approach. We’re looking for someone who embodies empathy and can drive change effectively. Share stories that demonstrate your ability to lead teams and foster a people-first culture.
Apply Through Our Website:We encourage you to apply directly through our website. It’s the best way for us to receive your application and ensures you’re considered for this exciting opportunity. Plus, it shows you’re keen on joining our team!
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 this is crucial for the Director of People & Customer Experience position.
✨Demonstrate Emotional Intelligence
Be ready to discuss situations where you've built trust and compassion within teams or with customers. This role requires high emotional intelligence, so share stories that showcase your ability to connect with others and handle pressure gracefully.
✨Engage with Impactful Communication
Practice articulating your ideas clearly and confidently, especially since you'll need to present to large audiences. Consider preparing a brief presentation on a relevant topic to demonstrate your communication skills during the interview.
