Additional Services Manager

What’s in it for you?

An enriching career, part of the Levande community where you will feel empowered to have an impact. We support people to grow, learn and develop their skills to reach their potential, recognising and celebrating successes along the way.

We offer a diverse and inclusive environment and want our people to feel strongly connected to our Purpose and Vision. Our people are the key to our success and every person helps us reach our goal.

**Along with**:

- Flexibility Initiatives
- Purchased leave
- up to 4 weeks
- Wellness programs
- Volunteer leave opportunities
- We care - we are trustworthy - we pursue excellence

Working with us

Our purpose is a simple one, “To enrich lives and enrich communities”. To make the lives of our residents, and each other, better and fuller. And by doing so, to make our communities better places to live, work and connect.

Levande is investing in regenerating and growing our portfolio of resorts. We are setting a bold ambition to almost triple the size of our business in the next five years, by deepening our understanding of our customers and accelerating our build rate across both traditional and innovative village archetypes.

The Role
Transform Lives and Grow With Us
Dive into a role that’s more than just a job. As Levande’s Additional Resident Services Manager, you’ll step into a role where you can truly make a difference every day. The primary focus is to Lead the Additional Services pilot at our Cardinal Freeman Village (Ashfield, Sydney) including oversight for model design, project governance, operating procedures, stakeholder engagement, marketing and sales interface, commercial and reporting, and evaluation process. A passion for ensuring that the residents, as our customers are central to everything you do.

**Your Impact**:

- Develop detailed project plan for pilot implementation and monitoring
- Review early concepts and finalise product and pricing and finalise pilot specification
- Develop risk management plan with Head of Risk and set up monitoring/pilot evaluation process (audit program)
- Onboard and set objectives for Additional Services Coordinator Cardinal Freeman resource
- Establish all operating procedures for services being offered - back of house and customer facing activities With Customer Experience Manager identify resident journey points that are the greatest value drivers, and monitor and report at village, state and national level
- Establish and work with Home Care partner to implement service delivery model - journey map for residents and roles/responsibilities split between HC partner, Levande and any subcontractors
- Support the village to manage the existing Serviced Apartment residents who have relocated to ILU’s within the village, to continue to receive their services (catering, cleaning, laundry)
- Work with marketing to finalise marketing plan and comms strategies - internal and external, and execute - develop tactics to encourage early take up and loyalty incentives to build on adoption of services
- Work closely with the CX Specialist to conduct focus groups/surveys and form insight

**Why You'll Love This Role**:

- Make a Tangible Impact: Directly contribute to improving residents' lives and community connections.
- Opportunity for Growth: Develop your leadership skills in a supportive environment.
- Be Part of a Dedicated Team: Collaborate with passionate colleagues committed to excellence.
- Enjoy Unique Benefits: Wellness programs, professional development opportunities, and more.

**We're Looking For**:

- Deep customer experience and knowledge of the customer journey process
- Experience in a services environment at a management level e.g. (health care, hospitality, retail, real estate)
- Operations experience - understanding of and experience in having worked in a geographically dispersed workforce
- Evidence of having played key role in leading change projects / initiatives
- Leadership - needs to have ability to influence stakeholders and negotiate change
- Ability to be hands on and strategic (planner and doer)
- Commercially savvy (has a great balance of customer and commercial) Effective strategic thinking and problem solving skills
- Excellent written and verbal communication skills
- Excellent stakeholder management skills
- Strong attention to detail
- People management skills and experience