Head of Residential Experience - Battersea Power Station

Scope & Purpose of the Role

Scope

This role sits within one of London’s most ambitious and iconic regeneration projects, a truly unique 42-acre mixed-use development at Battersea Power Station. The masterplan integrates luxury residential living with premium retail, leisure, and lifestyle offerings across three distinctive residential phases, comprising a total of 1,865 apartments.

Phase 1

Completed in 2017, this phase features 865 apartments and is home to approximately 1,600 residents. Located on the western side of the Power Station, it offers sweeping views of the River Thames and a vibrant riverside community.

Phase 2

At the heart of the development, this phase includes 254 super-prime residences, among them 48 exclusive Sky Villas — set around a beautifully landscaped rooftop garden. These homes are integrated into and on top of the iconic Battersea Power Station itself

Phase 3

This phase adds 746 apartments overlooking Electric Boulevard, a dynamic new high street connecting the Power Station to the Northern Line Extension.

• Battersea Roof Gardens, designed by Foster + Partners, features light-filled homes with access to a spectacular landscaped rooftop, open-air kitchen, and swimming pool.
• Prospect Place, designed by Gehry Partners, is distinguished by its flowing, sculptural façade — no two homes are alike.

Between these landmark buildings lies Electric Boulevard, a lively retail and leisure avenue offering effortless access to world-class amenities.

Across all phases, residents enjoy exceptional services and facilities, including dedicated 24-hour concierge desks, state-of-the-art gyms, cinemas, private meeting rooms, luxury spas, restaurants, lounges, and bars.

Purpose of the Role

The Head of Residential Experience is the senior ambassador for resident life at Battersea Power Station. This role will lead and inspire the residential Property Management team to deliver a hospitality-led, premium lifestyle offering across the Estate. With a sharp focus on personal service, resident satisfaction, and team empowerment, the successful candidate will build and maintain a vibrant and exclusive residential community that aligns with the high expectations of this globally significant development.

This individual will bring luxury service sensibilities from sectors such as five-star hotels, branded residences, or high-end private estates, paired with strong residential management experience. They will oversee operational delivery, develop strategic plans for continuous improvement, and serve as a trusted liaison for both residents and stakeholders.

The Head of Residential Experience will work in close partnership with the General Manager, Contract Director, Senior Leadership Team, and Client representatives—acting as the key ambassador for all day-to-day residential services across the Estate. As the strategic lead for the residential lifestyle offering, they will guide the vision, elevate service delivery, and collaborate seamlessly with internal teams and service partners to ensure exceptional residential services are consistently achieved and maintained.

Key Responsibilities

Leadership & People Management

• Lead with purpose, creating a culture of service excellence, personal accountability, and professional pride within the residential experience team.
• Inspire and manage a team of 4 residential property professionals, concierge providers, and service partners to deliver a seamless, luxury experience across all resident touchpoints.
• Drive training and coaching programmes to embed hospitality-first standards in every team member's approach.
• Actively promote a sense of place and community by curating a lifestyle offering that feels exclusive, tailored, and deeply resident-centric

Resident & Guest Experience

• Be the visible face of the residential experience, engaging with residents directly and regularly to ensure satisfaction, loyalty, and long-term occupancy.
• Oversee the design and delivery of premium lifestyle services and curated resident events that support a strong community identity.
• Develop strong working relationships with the Occupiers Association and other resident stakeholders, fostering a transparent and collaborative dialogue.

Operational Management

• Ensure all aspects of residential operations, from concierge to amenities and maintenance run to the highest standards, reflecting both best practice and high-end hospitality expectations.
• Maintain full operational readiness across current and future development phases, ensuring consistency in service and brand values.
• Work closely with the General Manager, Head of Operations, and Client teams to ensure alignment across the estate-wide operational strategy.

Property & Facilities Oversight

• Uphold compliance with all property and lease obligations, including health and safety, environmental, heritage, and sustainability commitments.
• Lead ongoing improvements in residential management practices, facilities maintenance, and public realm operations to reflect the evolving expectations of luxury living.
• Support future residential planning and phase handovers to ensure the continued delivery of best-in-class living environments.

Financial & Commercial Management

• Oversee residential service charge expenditure, ensuring budgets present best value, are benchmarked, and clearly communicated to residents.
• Partner with the Finance team to ensure all financial reporting obligations are met accurately and on time.
• Proactively manage arrears recovery, aligning with client requirements and balancing financial performance with sensitivity in resident relations.

Communication & Stakeholder Engagement

• Serve as a key representative of the residential function to the client and senior leadership team, providing insightful updates, recommendations, and strategic input.
• Support residential marketing and leasing efforts by contributing to the service and lifestyle narrative that defines the brand of Battersea Power Station.
• Empower team members to act as brand ambassadors and uphold the highest levels of courtesy, discretion, and responsiveness.

Skills, Knowledge, and Experience

• Proven experience in luxury residential property management or high-end hospitality environments, ideally 8+ years.