Customer Relations Manager
hace 28 días
Pudsey
Location: Leeds, Yorkshire (Initially based in Leeds, with the potential to support a wider region of 68 care homes)Reports To: Home Manager & Chief Operating OfficerSalary: Competitive + Performance BonusCompany: Parkhomes UKAbout the RoleAt Parkhomes UK, we believe that choosing a care home is one of the most important decisions a family will ever make. As our Customer Relationship Manager (CRM) , you will play a pivotal role in guiding prospective residents and their families through this journey with compassion, professionalism, and integrity, while driving sustainable occupancy growth across the home.This is much more than a sales role. It is an opportunity to build trusted relationships, strengthen our reputation within the local community, and ensure every prospective resident receives an exceptional experience from initial enquiry through to admission.We are seeking an ambitious, commercially minded, and relationship-focused professional with a proven track record of increasing occupancy within the care or healthcare sector. You will take ownership of the enquiry journey, develop strategic referral partnerships, and implement effective marketing initiatives that position Parkhomes UK as the care provider of choice within Leeds and the surrounding region.Key ResponsibilitiesOccupancy Growth & Business PerformanceDevelop and deliver both short-term and annual occupancy growth strategies.Achieve agreed occupancy, admission, and revenue targets.Maintain a healthy enquiry pipeline and accurately forecast admissions.Analyse occupancy trends and identify opportunities for growth and improvement.Drive sustainable occupancy levels while maintaining the highest standards of customer experience.Customer Experience & AdmissionsManage all enquiries with empathy, professionalism, and urgency.Conduct exceptional and personalised home tours tailored to individual family needs.Build strong relationships with prospective residents and their families.Ensure all enquiries receive timely and consistent follow-up until a decision is reached.Work collaboratively with the Home Manager and wider care team to deliver a seamless admissions process.Act as the primary point of contact throughout the customer journey.Business Development & Community EngagementBuild and maintain strong referral networks with:Hospitals and discharge teamsIntegrated Care Boards (ICBs)Social workers and care managersGP practices and community healthcare professionalsSolicitors and financial advisersLocal charities and community organisationsAdditional responsibilities include:Representing Parkhomes UK at networking events, exhibitions, and industry meetings.Organising community events, open days, educational sessions, and family support initiatives.Developing relationships that enhance the home's reputation and generate quality referrals.Supporting relatives and families navigating their loved one's dementia and care home journey.Marketing & Brand PromotionSupport and contribute to local marketing campaigns.Work alongside internal teams to maintain a strong and engaging social media presence.Encourage positive online reviews, testimonials, and customer feedback.Promote the home's achievements, events, success stories, and community involvement.Strengthen brand awareness within the local healthcare and social care community.Performance & ReportingMaintain accurate and up-to-date CRM records.Produce weekly and monthly sales and occupancy reports.Monitor enquiry conversion rates and identify opportunities for improvement.Track and report performance against agreed KPIs.Provide regular updates and recommendations to the Home Manager and Chief Operating Officer.Skills, Experience & QualificationsEssentialProven success in growing occupancy within a care home, healthcare, or related environment.Excellent relationship-building, networking, and stakeholder management skills.Outstanding communication, presentation, and interpersonal abilities.Strong commercial awareness and negotiation skills.Highly organised with excellent attention to detail.Ability to work independently while maintaining close collaboration with operational teams.Full UK driving licence and willingness to travel across the region as required.DesirablePrevious experience as a:Customer Relationship ManagerCustomer Sales ManagerAdmissions ManagerBusiness Development Manager within elderly careKnowledge of the Leeds and Yorkshire healthcare and social care landscape.Experience using CRM systems and sales reporting tools.Understanding of:Self-funded placementsLocal authority-funded placementsNHS-funded placementsExperience within dementia care, residential care, or nursing home environments.Key Performance Indicators (KPIs)Success in this role will be measured against:Occupancy growth and sustainabilityOccupancy and revenue targetsEnquiry response timesEnquiry-to-viewing conversion ratesViewing-to-admission conversion ratesAverage enquiry journey lengthNumber and quality of new referral relationships establishedCommunity engagement and event activityCustomer satisfaction levelsFamily feedback and testimonialsAccuracy and quality of CRM reportingWhy Join Parkhomes UK?At Parkhomes UK, you will have the opportunity to make a genuine difference to people's lives while helping shape the future success of our homes and services.We offer:Competitive salaryPerformance-related bonus schemePension schemeOngoing professional development and trainingSupportive and collaborative leadership teamOpportunities for career progression and regional responsibilityThe chance to influence business growth and strategyA values-driven culture where people always come firstApply NowIf you are passionate about delivering exceptional customer experiences, building meaningful relationships, and driving occupancy growth through integrity, innovation, and compassion, we would love to hear from you.Parkhomes UK Where Exceptional Care Matters.TPBN1_UKTJ