General Manager

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

Job summary

A leading retirement living organization in West Malling is seeking a General Manager to oversee the new Willowbury community. This role involves leading operations, ensuring exceptional experiences for Residents, and building a vibrant community. The ideal candidate must possess significant operational experience, a strong financial acumen, and the ability to inspire a team. Join this purpose-led organization to shape a premium retirement living environment with a focus on personalized service and growth opportunities.

Benefits

Opportunities for growth and development

Supportive leadership network

Personalized service focus

Qualifications

• 3-6 years' experience in general management, preferably in hospitality or property.
• Strong financial management and strategic planning capabilities.
• Ability to inspire and influence teams at all levels.

Responsibilities

• Lead operational delivery and team management for the new community.
• Ensure exceptional Resident experience and community engagement.
• Drive revenue across sales and hospitality services.

Skills

General operational experience

Commercial acumen

Leadership skills

Customer experience focus

Organizational skills

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