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 OverviewAs 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 ResponsibilitiesSales & 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