Lead Customer Relationship Manager

Job Description:

Job Title: Lead Customer Relationship Manager
Salary: £70k per annum (with bonus)
Location: Head Office based local to Windsor. Homes based in Oxfordshire, Berkshire & South West London/Surrey

About Us:

My client is a niche care home provider committed to delivering exceptional quality care to our residents. As we embark on a journey to establish our presence further within the sector, we are seeking a dynamic Lead Customer Relationship Manager to join our team. This is a brand-new role aimed at bolstering the reputation of our homes and driving private occupancy across our small portfolio of homes.

Role Overview:

• As the Lead Customer Relationship Manager, you will play a pivotal role in shaping the success of our homes by enhancing their reputation for quality care within local communities.
• You will collaborate closely with teams across multiple homes, supporting them in increasing their occupancy, particularly focusing on private occupancy.
• Your responsibilities will include strengthening our web presence, optimizing the enquiry management process, and ensuring swift responses to pre-admission assessments.
• Additionally, you will spearhead the development of robust sales and marketing teams within the homes, leveraging local community connections to organize targeted events and activities.

• Strengthening the online presence of our homes
• Improving the enquiry management process
• Liaising with General Managers to expedite pre-admission assessments
• Developing sales and marketing teams within homes
• Organizing events and activities tailored to local community groups
• Conducting customer satisfaction research and providing feedback to the leadership team
• Providing weekly updates on live enquiries and community engagement

• We are seeking candidates with a proven track record in sales and marketing, preferably with experience in managing enquiries and networking.
• Experience in multi-site marketing activities and achieving targets is highly desirable.
• While prior experience in the care and health industry is beneficial, it is not essential.
• As a self-motivated individual with a creative mindset, you should thrive in a collaborative, multi-functional team environment.

• Excellent communication and interpersonal skills
• Empathy towards customers undergoing emotional journeys
• Willingness to travel and possess a full driving license