Operations Director

Role:
Operations Director

Location:

Ringwood, Hampshire Reporting to:
Managing Director​About the Role Churchill Estates Management (CEM) is seeking an experienced Operations Director to join its senior leadership team and lead the delivery of high-quality Retirement Living services across the business.

This is a pivotal leadership role with accountability for operational excellence, customer satisfaction, colleague engagement, and strategic growth. As a key member of the Management Team, you will help shape the future direction of CEM, ensuring our services consistently deliver value, peace of mind and an excellent customer experience for leaseholders, while creating a positive and high-performing environment for colleagues.

This role is office based from our Head Office in Ringwood, Hampshire. Role Purpose Lead the successful delivery of CEM’s Retirement Living services in line with the company’s vision, values and strategic objectives.

Champion a culture of customer excellence, ensuring residents receive responsive, high-quality and value-driven services.

Create an engaging and supportive colleague experience that attracts, develops and retains high-performing teams.

Drive operational efficiency, continuous improvement and robust governance to ensure service charges and operating costs remain fair, transparent and focused on owners’ cost of living.

Support the expansion of new Retirement Living services and innovative business opportunities.

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Key Responsibilities Operational Leadership Provide inspiring leadership to a workforce of 300 colleagues, including 5 direct reports and their teams, setting clear expectations, coaching talent and creating a culture of accountability, engagement and continuous development.

Ensure all services are delivered safely, compliantly and in accordance with all relevant legal, regulatory frameworks as well as fully maintaining the Health & Safety standards, with clear ownership, strong compliance and swift resolution of issues.​Embed CEM’s values across all operations, creating a consistently high standard of customer service across every development.

Use customer insight, colleague feedback and performance data to continuously improve service delivery and satisfaction.

Lead the preparation of annual service charge budgets, ensuring strong financial discipline, transparency and value for money for leaseholders.

Drive smarter, more efficient ways of working to help control costs and minimise financial pressures on owners.

Retirement Living – Growth & New Services Work closely with the Managing Director and SLT Colleagues to expand service delivery and support business growth.

Oversee the mobilisation and commissioning of new developments, ensuring excellent customer journeys, operational readiness and delivery to time and budget.

Build trusted relationships with partners, investors, RTM Directors and stakeholders to generate new business opportunities.

Lead new and innovative business streams, ensuring scalable processes, effective contracts and sound governance.

Partner with Churchill Living Sales teams to align services with company sales targets.

Corporate Leadership & Representation Represent CEM externally with regulators, professional bodies, trade associations and at industry events.

Lead the development and continuous review of operational policies, procedures and manuals to ensure best practice and consistency.

Oversee the emergency call-out rota (evenings and weekends) and respond to urgent situations as required.

Contribute strategically across the wider business, helping shape long-term plans, performance priorities and organisational effectiveness.​Skills & Experience We are looking for a people-focused senior Operations Leader with a proven track record…