Job Description: Resident Experience Manager – New commissioning Care Home Full Time - 40 hours per week Location - Wincanton - Somerset Salary - Up to £40,000 depending on experience excellent benefits Role Overview As the Sales Manager, you will be the driving force behind the care home’s occupancy and reputation. You’ll take full ownership of the customer journey—from initial enquiry to move-in—ensuring a seamless, warm, and professional experience. Your role will also involve leading local marketing efforts, managing community engagement, and maintaining the home’s high standards of presentation and customer service. Key Responsibilities Sales & Customer Journey Take ownership of all potential customer interactions including walk-ins, phone enquiries, data capture, and follow-ups. Lead all sales negotiations and conduct professional, engaging show rounds. Ensure all enquiries are handled promptly and professionally, including out-of-hours support via a trained staff rota. Complete daily walk rounds and “first impressions” checklists to ensure the home is always presented to the highest standards. Deliver exceptional show rounds, showcasing the home’s facilities and care offering. Marketing & Community Engagement Arrange and lead marketing events to promote the home within the local community. Keep the Home’s Promotion Plan current and aligned with business goals. Work with the central Marketing Team to implement national campaigns and initiatives. Develop strong community links to generate new enquiries and build brand awareness. Manage and grow the home’s social media presence, ensuring content is relevant, engaging, and reflective of life in the home. Increase online review ratings and manage the collection of feedback from residents, families, and visitors. Performance & Reporting Attend bi-weekly occupancy focus calls and contribute to strategies for increasing occupancy. Work to specific targets related to occupancy, conversion rates, and review scores. Complete administrative tasks including contracts, scheduling pre-admission assessments (PAAs), and maintaining accurate records in the marketing and sales database (MSD). Team Collaboration & Leadership Provide daily support and guidance to the team, ensuring they are informed of visits and aligned with customer service expectations. Collaborate with housekeeping, front of house, activities, and catering teams to plan and deliver events that reflect the home’s high standards. Build lasting relationships with residents, including those on short stays or respite care, and maintain ongoing communication to encourage future visits. Stakeholder Engagement Develop strong professional relationships with key stakeholders including social workers, district nurses, and ICB commissioners. Promote the home as the local “home of choice” through partnership work with community groups, charities, and influencers. Other Duties Support with general reception and administrative tasks as required. What We’re Looking For Proven experience in sales, customer service, or business development—ideally within the care or hospitality sector. Strong interpersonal and communication skills. A proactive, organised, and customer-focused approach. Confidence in using CRM systems and social media platforms. Passion for delivering outstanding customer experiences. Time Type: Full time Job Area: Business Development Locations: Wincanton Be at the heart of helping people live longer healthier, happier lives and making a better world. We employ more than 80,000 people globally who are making this a reality. If you've got the belief, the drive and the talent to help us in our ambition then we’d like to hear from you. Wherever you work, one thing stands out about Bupa people. Our customers are our passion – they’re at the heart of our positively different culture of care. At Bupa you’ll be challenged, you’ll be encouraged to innovate, and collaborate with colleagues who are committed to delivering exceptional experiences. We trust, respect and consider everyone, knowing your difference will make the difference.