Thomas will lead the Regional Operations and on-site Customer teams, making sure every aspect of the resident experience, from dining to well-being programs, is of the highest quality. His focus will be on fostering a sense of community and engagement and enhancing the resident experience across RVG’s 16 communities.
With over two decades of experience in the cruise industry, Thomas will bring a fresh perspective to RVG. Before joining, Thomas most recently served as vice president of guest experience at P&O Cruises, where his leadership was focused on elevating the customer experience. During an extensive career within the Carnival Corporation, Thomas has held numerous influential roles in customer operations across several well-known brands, including Cunard, P&O Cruises Australia, Princess, and Seabourn, both at sea and during his last ten years in corporate offices in Sydney and Southampton. Notably, Thomas also contributed to the legacy of famous ships such as the QE2 and Queen Mary 2.
Alongside existing communities, Thomas will play a key role in the development and operation of RVG’s Thrive Living communities. These new communities, set to launch in Chester at the end of 2024, followed by West Byfleet in 2025, and Tunbridge Wells in 2026, will offer a modern and sustainable approach to retirement living, promoting social connection and active independent lifestyles.
Commenting on his appointment, Thomas Karlsson, COO said: “I’m excited to join Retirement Villages and I look forward to helping make Thrive Living an industry success story. I’ve been impressed by the passion and purpose of the RVG team and will work hard to ensure our teams are able to deliver the best possible experience and support for residents, allowing the business to flourish. My entire career has been focused on delivering excellent customer hospitality experiences, and I intend to utilise my expertise to benefit our residents. RVG’s mission is to help people live fulfilling, longer lives in their own homes for as long as possible, and I want to make sure we build a strong future for the business to secure this goal.”
