Head of Homeowner Experience (immediate start)
Reporting to: Chief Operating Officer
Location: Bloomsbury, London
Contract type and duration: Fixed-term contract (maternity cover, 6–9 months) | Hybrid (3 days in office)
Salary: £60,000 – £70,000 base annual salary pro-rata
About August
August is a full-service real-estate development and lifestyle company, based in London and specialising in luxury holiday home collections across Europe. Our collections are distinct from one another — each rooted in the architectural style, natural environment, and culture of its location. We offer families the joy of owning beautifully designed holiday homes across multiple European destinations, without the complexity.
Founded in 2018, August has grown to become the leading co-ownership platform in Europe, operating across 11 markets including Tuscany, the French Alps, Mallorca, Paris, London, and the Cotswolds.
The Role
We’re looking for a Head of Homeowner Experience to cover a period of maternity leave, with an immediate start. This is a central leadership position — one that shapes how our homeowners experience August every day, from their first interaction with our team to the moment they arrive at their home.
The role sits across two core areas of responsibility:
Homeowner Experience – owning the full homeowner journey, from day-to-day communications and concierge services to bookings, homeowner operations, and leading the HX team.
Board Management – representing August across all collection boards and AGMs, building strong relationships with board directors and collaborating cross-functionally with Legal, Finance, and Operations.
We’re looking for someone who is equally comfortable in a boardroom as they are rolling up their sleeves. This is a hands-on role in a fast-moving, scaleup environment – you’ll need to lead with confidence while staying close to the detail.
What You’ll Do
Homeowner Experience
This encompasses the full breadth of how our homeowners interact with August – communications, bookings, concierge, and the team that delivers it all.
- Oversee all homeowner communications – ensuring they’re timely, clear, and consistently on-brand across every channel.
- Take direct responsibility for managing complex issues and high-touch cases with professionalism and care.
- Ensure seasonal updates and peak-period communications are seamless and well-coordinated.
- Develop strategies to improve team efficiency without compromising on Homeowner experience
- Oversee the booking and points system, ensuring a fair and efficient experience for all homeowners.
- Partner with Product to drive system improvements, resolve complex booking issues, and use data to inform strategy.
- Provide strategic oversight and direction for the development and launch of concierge service offering – ensuring it remains brand-aligned, commercially viable and well-integrated into the homeowner journey
- Lead, develop, and support the HX team – setting clear expectations, providing regular coaching, and creating space for career growth.
Board Management
- Build and maintain strong, trust-based relationships with the boards of each collection.
- Own the planning, management and execution of all board meetings – including Summer Boards, Winter Boards, and ad hoc sessions – as well as Annual General Meetings (AGMs) across all operational collections.
- Coordinate all board materials in collaboration with Legal, Finance, and Operations.
- Own all board communication, including ensuring that all actions are followed up within a timely matter, and any items raised are handled end-to-end.
- Renegotiate management agreements with a focus on service quality and cost efficiency.
About You
You’ve built your career in customer success, homeowner or guest experience, or senior operations — ideally in hospitality, real estate, or a premium service environment. You know what excellent looks like, and you know how to build a team that delivers it.
- Significant experience in a customer-facing senior leadership role – 5+ years, with a track record of delivering exceptional service at scale.
- Proven background in a startup or scaleup environment – you’re hands-on, adaptable, and energised by pace rather than unsettled by it.
- A strong and natural people leader, with experience managing and developing teams.
- Highly confident communicator – comfortable presenting to boards, leading AGMs, and managing relationships with a wide range of stakeholders.
- Exceptionally organised, with sharp prioritisation skills and a careful eye for detail.
- A calm and considered decision-maker – comfortable handling risk, complexity, and ambiguity.
- Tech-savvy – familiarity with Monday.com, Hubspot, Mailchimp, Figma, or Google Sheets is a bonus.
- Strong financial commercial and financial acumen – confident reviewing budgets and understanding any financial reporting for the Collections
AI & Ways of Working
All August team members are expected to progress through the August AI framework. For this role, you will be expected to be on level L1 with a clear pathway to get to L2 — Agents & Prototypes:
L1 — Projects, Skills & Connectors (starting point)
- Create Claude Projects with persistent context about your role, team, or clients
- Connect Claude to Google Drive, Gmail, Calendar, and other tools to build a live knowledge base
- Use connectors so Claude can read your actual files, emails, and data when answering
- Build and save custom instructions and Skills so Claude works consistently for your recurring tasks
L2 — Agents & Prototypes (progression goal)
- Build AI agents in Claude that can take actions, not just generate text
- Create working prototypes and interactive tools using Claude Artifacts
- Use Claude Cowork to collaborate with teammates and AI together in real time
- Connect Claude to external tools and data sources to automate multi-step workflows
What We Offer
- A senior leadership role in a design-led company with a clear mission and strong momentum.
- A hybrid setup: 3 days per week in our Bloomsbury office.
- Company pension scheme.
- The chance to shape how homeowners experience a brand they love — with real scope to make your mark.
- Inclusive Environment: A diverse, supportive and inclusive workplace.
- Christmas Company Closure: Dedicated days over the Christmas period to allow the whole team to disconnect.
- Summer Fridays: Early finishes during the summer months and selected Fridays throughout the year.
- A company-provided laptop and tech setup to ensure you achieve our high standards of work.
Our Values
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Urgency — We act promptly, purposefully, and efficiently.
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Excellence — We set a high bar and raise it constantly.
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Resourcefulness — We embrace challenges and find creative solutions.
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Ownership Mindset — We take pride and accountability in everything we do.
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Openness — We communicate honestly and constructively.
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Kindness — We collaborate generously and always act with care.
Interested?
If this sounds like the right role for you, we’d love to hear from you. Please send a short note on why you’re interested — along with your CV — to:
tilly@augustcollections.com
Please use the subject line: “Head of Homeowner Experience – Maternity Cover”
When applying, please let us know:
- Whether you require visa sponsorship.
- Whether you’re London-based and happy with the hybrid office arrangement.
- Your experience in senior customer success or stakeholder relations roles.
- Any background in real estate, hospitality, or the luxury sector.
