About the role
The General Manager – Resident Experience is accountable for the quality of resident experience and the operational performance of all Karaka Pines villages. The role leads the Village Managers and sets the standards, priorities and culture that shape daily life for residents. The role brings the resident perspective into company strategy and decision-making.
Key responsibilities
Develop and lead the resident experience strategy, standards and service model across all villages, aligned with company strategy and approved by the CEO
Set clear expectations for how residents are welcomed, supported and communicated with, and make sure these are applied consistently
Monitor resident satisfaction and feedback, and lead improvements in response
Represent the resident perspective at Executive Team level and in Board reporting as required
Champion the implementation and adoption of new systems and technology across the villages, working with the Training Manager to make sure Village Managers and their teams are confident using them
Lead, manage and develop the Village Managers as direct reports, including goal setting, regular one-to-ones, performance reviews and development plans
Hold Village Managers accountable for village performance, resident outcomes, compliance and their teams
Set village operating standards, policies and processes, and monitor compliance
Oversee the resident experience and village operating budgets
Act as the senior escalation point for resident complaints and serious operational matters and escalate to the CEO where required
Oversee health and safety across the villages
About you
Senior leadership experience in retirement villages, aged care, hospitality, property or another resident- or customer-focused multi-site business
A track record of leading and developing managers across several sites
Experience managing budgets and operational performance
Technology capable, quick to adopt new systems and able to champion their use with Village Managers and their teams
Working knowledge of the Retirement Villages Act 2003, the Code of Practice and the Code of Residents' Rights, or the ability to gain it quickly
Understanding of health and safety obligations, including officer duties
Genuine care for older people and a strong resident focus
Confident, warm leader who sets clear expectations and holds people accountable
Sound judgement with sensitive and complex resident matters
Strong communicator with residents, families, staff and senior leaders
Full driver's licence and willingness to travel between villages