STATEMENT OF JOB:
The Sales and Marketing Director will oversee the internal and external marketing efforts of the community in order to meet or exceed the budgeted census.
Responsibilities include but are not limited to:
First Impressions:
Adhere to Harmony Senior Services Way to ensure building readiness, including Daily Tour Route Readiness
Develop model room according to protocols
Train all staff on achieving the best first impressions with residents, family and prospects, to include staff training on telephone etiquette
Market Planning:
Develop quarterly marketing plan in concert with marketing team, in compliance with corporate standards
Complete all marketing reports in a timely manner
Lead internal marketing meetings
Sales Process:
Manage all inquiries personally when in the building
Provide staff training for Inquiry Handling by phone and in person according to corporate guidelines
Ensure bench strength and leadership availability for inquiries and tours in the absence of the Sales and Marketing Director
Provide customer service training as part of the orientation of all new hires and at least annually to all staff
Promote all appropriate sales enhancements
Respond to all information gathered from the Mystery Shopping Program to improve inquiry handling
Lead Tracking and Follow-Up:
Use lead tracking system to document all contacts with prospects
Respond to inquiries within an appropriate time frame: 1 business day or before close of business each day
Identify needs, barriers, and next steps for each inquiry
Generate required reports related to marketing activity by using lead tracking system
Referral Development:
Conduct external marketing calls according to corporate schedule, and dependent on census
Enter calls in lead tracking system
Follow-up on all external calls
Host community events according to predetermined schedule
Establish, promote and/or work with senior care support groups
Promote the community as a meeting space for local groups
Build community relationships through participation in networking groups at least 1x weekly
Serve as educational spokesperson on aging and health issues
Develop Resident Referrals through promotion of incentives and housewarming parties
Requirements:
Move-In Process:
Review and collect all appropriate admissions paperwork with resident and family and ensure completeness; distribute to appropriate department heads
Manage the move-in process to ensure that all department heads are involved and introduced to new residents within 48 hours of arrival
Ensure that each apartment is ready for move-in utilizing the room readiness checklist
Move-Out Process:
Establish relationships with local skilled nursing facilities to ensure smooth discharge planning when necessary
Resident and Family Relations:
Respond to all resident and family concerns in a timely manner
Participate in the resident and family survey process and respond to any concerns mentioned
Develop family events according to corporate guidelines and in collaboration with other members of the marketing team
Develop an active Respite Program
Visit residents when in the hospital
Media Relations:
Help serve as community spokesperson for local media; ensuring that the Media Relations Policy is followed
Develop positive relationships with local media to promote coverage of the community
Other duties as assigned
Requirements:
Must have a High School Diploma or GED
Bachelor's degree preferred or equivalent experience
Three years' experience working as a marketing director in senior care
Demonstrated ability to build a census
Ability to analyze data and develop and implement a marketing plan
Strong organizational skills and ability to multi-task and complete projects on time
Ability to establish relationships and connections with prospective clients and their families, employees, community resource groups, and management team
Must possess strong oral and written communication skills and be proficient using computer programs
Must be able to work a flexible work schedule based upon the business needs, which could include evenings and weekends
Must be able to lift, carry, and push up to 25lbs
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