Magenta Living is proud to be Wirral’s largest social landlord, rooted in the communities we serve. We were born here, and we’ll always be Wirral first. But our impact reaches further, because the places and people beyond Wirral matter just as much to us. Our purpose is simple: to empower people and do the right thing, every time.
We’re on an ambitious transformation journey, built on community, innovation and financial sustainability. Now, we’re looking for a visionary Chief Customer Officer (CCO) to join our Executive Leadership Team.
Why This Role Matters
As CCO, you’ll shape the future of Magenta’s customer and community strategies. You’ll make sure the customer experience sits at the heart of every decision, service and interaction. This is a strategic leadership role for someone who can balance commercial insight, community impact and regulatory awareness – driven by our passion for doing the right thing for our customers, colleagues and communities.
Reporting to the Chief Executive, you will lead a wide remit encompassing Neighbourhoods, Supported Housing, Allocations, Contact Centre, Income, Community Safety, Complaints and Social Impact. Your responsibilities will also include acting as the Officer Responsible for Complaints and working alongside the Chief Property & Investment Officer to ensure joined-up, customer-focused service delivery.
What you’ll do
* Lead the creation and delivery of business strategies that put customers and communities at the heart of everything we do.
* Shape a culture where every colleague understands their impact on customer experience.
* Drive improvements in satisfaction and Tenant Satisfaction Measures (TSMs).
* Connect with property teams to build sustainable, cost-effective and customer-focused communities.
* Uphold a robust and fair process as Officer Responsible for Complaints.
* Champion Magenta’s role in Wirral, building partnerships and directing funding to where it matters most.
* Foster a culture of continuous improvement, using customer insight to shape services now and for the future.
* Guide the Executive Leadership Team with clear direction, contributing to our Road to 2030 plan.
* Inspire and mentor teams, creating a culture of excellence, accountability, and inclusion.
What you’ll bring
* A strong understanding of the customer journey, the ability to anticipate future needs and shape services with customers.
* Substantial senior leadership experience in complex organisations, and the ability to build high-performing, values-led teams.
* A track record of leading cultural and operational change, ideally within a regulated environment.
* Ability to act commercially while ensuring customers get great value.
* Excellent communication skills, with the ability to influence at all levels including Board engagement and external representation.
We welcome interest from individuals within and outside the housing sector. What matters most is your ability to lead strategic customer transformation and deliver meaningful impact for residents and communities.
Why Join Magenta Living?
You will be joining at a time of energy and positive momentum. Financial performance is strengthening, transformation is well underway, and we have a bold commitment to growth in the Liverpool City Region. With flexible working, a supportive culture and strong leadership backing, this role offers the opportunity to shape the future of housing and community impact in the region.
If you would like to review a copy of the full recruitment pack, please reach out to Luke Joy (lukejoy@neemarsearch.com) or Eliot Jeffries (eliotjeffries@neemarsearch.com) at Neemar Search.
Our Commitment to Inclusion
Magenta Living is committed to building a diverse, inclusive and values-led organisation. We welcome applications from individuals of all backgrounds, experiences and perspectives. Our recruitment process is fair and accessible, ensuring equal opportunities for all candidates. As a Disability Confident employer, we’re happy to make reasonable adjustments throughout the process, please let us know if there’s anything we can do to support you.
By submitting your application, you consent to Neemar Search sharing your details with relevant third parties as part of the recruitment process.
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