Resident Experience Manager
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
Referral programme, Financial planning services, Employee mentoring programme, Health & wellbeing programme, Cycle to work scheme, Gym membership, Company pension, Free flu jabs