General Manager

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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.