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.
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