General Manager

Retirement Villages Group; West Malling; On-site; GBP 50,000 - 70,000; Full time

Job summary

A leading retirement community organization in West Malling is seeking a General Manager to lead the launch of The Willowbury. This is an exciting opportunity to shape a new community focused on unparalleled hospitality and wellbeing for Residents. The ideal candidate will have significant operational experience in hospitality or retirement living, excel in financial management, and create a culture of excellence within the village team. Join us to drive operational success and community engagement.

Benefits

Opportunities for growth and development

Supportive leadership network

Ability to shape a brand-new community

Qualifications

• 3–6 years’ experience in general management, ideally in hospitality or retirement living.
• Strong strategic planning capabilities.
• Natural relationship builder with a passion for outstanding customer service.

Responsibilities

• Lead operational delivery and define the village's culture and service standards.
• Manage the village P&L and drive revenue across all services.
• Create a welcoming and safe environment for Residents.

Skills

Operational management experience

Commercial acumen

Leadership and team building

Financial management

Customer experience focus

Organizational skills

Ability to manage multiple priorities

Job description

Opening soon in the heart of West Malling, The Willowbury is our exciting new community designed for modern independent retirement living. The Willowbury provides an intimate, warm and service-led environment built around exceptional hospitality, wellbeing and community engagement.

We are now seeking a General Manager to lead the mobilisation and ongoing operations of this landmark new village - shaping its culture, service standards and reputation from day one.

About the Role

As General Manager, you will lead the full operational delivery of Willowbury to a best-in-class standard, ensuring we provide an exceptional experience for our Residents and the wider community. You will translate RVG’s mission, values and strategic objectives into real-world operations - driving commercial performance, maintaining a beautiful and safe village environment, delivering an outstanding hospitality experience, and building a strong, empowered team.

This is a unique opportunity to open and lead a brand-new village, guiding it from pre-opening preparations through full mobilisation and into steady-state operations.

Key Responsibilities

Pre-Opening & Mobilisation

• Lead all planning and execution of mobilisation activities, working closely with the Head of Mobilisation and Central Office teams.
• Recruit, onboard and train the full village team, including Heads of Department.
• Set up operational processes, filing systems and procedures to ensure efficient, compliant village management.
• Work with Procurement and contractors to ensure goods, supplies and services are delivered on time and to standard.
• Collaborate with Sales teams to host launch events, Community Days, and Open/Discovery Days to introduce Willowbury to the wider local community.
• Shape and personalise the Resident move-in experience, capturing lessons learned after every move.

Running the Business

• Develop and execute the Village Asset Business Plan, anticipating opportunities, challenges and long-term growth.
• Manage the village P&L, including complex landlord, service and investment budgets.
• Drive revenue across sales, rentals, hospitality and wider services, ensuring strong commercial performance.
• Act as a key leader within the region, contributing to RVG-wide strategic planning.
• Represent RVG externally at local and industry events, promoting Willowbury as a centre of excellence.

Hospitality & Customer Excellence

• Create an environment where Residents feel welcomed, valued and empowered to live their best lives.
• Lead service excellence across hospitality, wellbeing and community engagement.
• Ensure systems are used effectively to track, maximise and manage income.
• Maintain strong relationships with internal and external stakeholders, responding promptly to needs and concerns.

Care, Wellbeing & Safety

• Ensure the Wellbeing team delivers a vibrant programme of events, experiences and activities.
• Monitor performance of third-party care partners to ensure high standards and Resident confidence.
• Guarantee qualified emergency response is always available.
• Champion a safety-first culture, ensuring full compliance across the village.

Estates, Facilities & Asset Management

• Oversee property management, maintenance planning and asset protection to uphold RVG’s best-in‑class standards.
• Lead village development projects, improvement plans and large-scale works in partnership with internal teams and contractors.
• Support RVG’s commitment to sustainability and positive environmental impact.

Leadership & People Development

• Create a high-performance culture centred on RVG’s Values.
• Set clear objectives, maintain accountability and drive continuous improvement.
• Develop team capability through coaching, reviews and structured development planning.
• Build a supportive, inclusive team environment where colleagues feel valued and empowered.

What We’re Looking For

• Significant general operational experience with strong commercial acumen.
• 3–6 years’ experience in general management, ideally within hospitality, leisure, property, retirement living, premium residential or similar operational environments.
• A confident leader who can inspire teams, shape culture and influence at all levels.
• Strong financial management and strategic planning capabilities.
• A natural relationship builder with a passion for outstanding customer experience.
• Highly organised, resilient, and proactive able to balance multiple priorities in a fast‑paced opening environment.
• A champion of continuous improvement, wellbeing and community.

Our Values

At RVG, how we work is just as important as what we do. You will embody and champion our values:

• Age Well – We create a world where everyone has the opportunity to age well.
• Community – We believe in the power of community.
• Keep Improving – We get things done and constantly seek better ways.
• Invest Wisely – We treat every penny as if it were our own.
• Planet Positive – We work hard to protect the planet.
• One Team – We support one another and grow together.

Why Join Us at Willowbury?

• Shape a brand-new community from the ground up.
• Lead a premium, boutique village where personalised service truly matters.
• Join a purpose‑led organisation committed to reimagining retirement living.
• Be part of a supportive, collaborative leadership network.
• Opportunities for growth and development across RVG’s expanding portfolio.