Job Overview
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.
Adhere to Harmony Senior Services Way to ensure building readiness, including Daily Tour Route Readiness, develop model room according to protocols, and train all staff on achieving the best first impressions with residents, family and prospects, including staff training on telephone etiquette. Develop a quarterly marketing plan in concert with the marketing team, in compliance with corporate standards. Complete all marketing reports in a timely manner. Lead internal marketing meetings and 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.
Key Responsibilities
- Provide customer service training as part of orientation for all new hires and annually to all staff.
- Promote all appropriate sales enhancements.
- Respond to all information gathered from the Mystery Shopping Program to improve inquiry handling.
- Use lead tracking system to document all contacts with prospects and 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 using the lead tracking system.
- Conduct external marketing calls according to corporate schedule and dependent on census; enter calls in lead tracking system and follow up on all external calls.
- Host community events according to predetermined schedule.
- Establish, promote and/or work with senior care support groups and promote the community as a meeting space for local groups.
- Build community relationships through participation in networking groups at least once weekly.
- Serve as educational spokesperson on aging and health issues.
- Develop resident referrals through promotion of incentives and housewarming parties.
- 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.
- Establish relationships with local skilled‑nursing facilities to ensure smooth discharge planning when necessary.
- 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, and help serve as community spokesperson for local media.
- Ensure that the Media Relations Policy is followed and develop positive relationships with local media to promote coverage of the community.
- Other duties as assigned.
Qualifications
- Must have a High School Diploma or GED; a 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, associates, community resource groups, and the management team.
- Strong oral and written communication skills and proficiency using computer programs.
- Ability to work a flexible work schedule based upon the business needs, which could include evenings and weekends.
- Physical capability to lift, carry, and push up to 25 lbs.
Why Harmony?
- 401k + Full‑time & Part‑time Benefits Packages
- Employee Referral Bonus + Incentives (free meals, movie tickets, dining, automotive deals, retail discounts, finance/legal, consulting, electronics, and more!)
- Training, Development & Career Laddering
- Great work‑life balance
- Flexible Scheduling
- Telehealth + Flex Spending + Health Savings Account Options