McCarthy Stone appoints Fiona Carleton as MD of Services
14 June 2021
Fiona will be responsible for all property management, care and support services delivered in McCarthy Stone’s 450 retirement communities, which in turn support its 20,000 customers. The Services team employs c.1,600 people, including its CQC-registered care teams who manage McCarthy Stone’s 100 Retirement Living PLUS (Extra Care) developments.
Fiona joins the business following a decade at Heathrow Airport where she directed operations and customer services across several senior roles. Most recently as Aviation Director, Fiona led the management of Heathrow’s airline relationships and revenues in the face of the COVID-19 pandemic. Highlights from Fiona’s previous positions at the airport include opening Terminal 2 in 2014 and leading the team responsible for daily operations, for which the airport achieved a customer rating as Europe’s best terminal for passenger experience. Later, as Expansion Strategy Director, she defined the customer experience and operations for a three-runway Heathrow as part of the planning consent submission.
John Tonkiss, Chief Executive of McCarthy Stone, said: “I am delighted Fiona is joining us. Our future success will be based on one overarching driver – outstanding customer service and a group-wide customer centric mindset. Fiona has exceptional experience in this area and I am sure she will drive us forward with this ambition.”
Fiona Carleton added: “This is a key period for McCarthy Stone and the retirement living sector at large, with increasing interest and investment coming into the industry. My work will be centred around creating longer and deeper relationships with customers and, more broadly, championing the needs of older people. I look forward to working with and supporting McCarthy Stone to help it take its next step.”
McCarthy Stone’s House and Estate Management teams and everyone in its Services division have been at the forefront of its response to COVID-19, with its developments seeing a significantly lower level of infection than seen in wider society.
Fiona will report directly to John Tonkiss and will join its Executive Committee. She will start on 1 July 2021.