The Interim Customer Relationship Manager will establish and embed a structured sales process within the home, optimising the customer journey from enquiry to admission.The role will focus on improving conversion rates, enhancing occupancy, and ensuring sustainable processes are left in place.
Key ResponsibilitiesCustomer Journey & Sales Process (80-90%)
* Lead and model best practice in managing the customer journey from first enquiry through to admission.
* Leverage the home's new CRM system (already fully populated with data) to track and analyse conversion rates.
* Identify and address barriers to conversion, whether internal (process/skills) or external (market saturation).
* Deliver a structured 3-month programme:
o Month 1: Hands-on demonstration of best practice.
o Month 2: Collaborative delivery alongside the team.
o Month 3: Coaching, oversight, and monitoring of independent delivery by the team.
* Review and assess marketing spend and outcomes at the end of the contract period.
Marketing Collaboration (10-15%)
* Work closely with the central marketing team to ensure sufficient enquiry volumes and quality of leads.
* Contribute to local service positioning and shape the dementia care proposition in Cheltenham.
Market Research & Competitor Analysis
* Conduct competitor benchmarking within the Cheltenham care home market.
* Identify opportunities to differentiate, particularly around dementia care.
Occupancy Growth
* Increase occupancy by filling 20 current empty beds, via admissions through private or local authority funding.
* Provide evidence-based recommendations on sustainable occupancy strategies.
Candidate Profile
* Proven track record of driving occupancy growth in care homes through effective sales and customer journey management.
* Strong experience in the health and social care sector, particularly in sales and marketing roles.
* Data-driven, confident using CRM systems and marketing analytics.
* Hands-on, pragmatic approach with the ability to model and coach best practice.
* Strong influencing and communication skills to engage and upskill local teams.
* Available to be on-site in Cheltenham a minimum of 3 days per week (initial 4 weeks), with travel expenses covered.
Practicus Ltd is acting as an Employment Business in relation to this vacancy.
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