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
- Train all staff on achieving the best first impressions with residents, family and prospects, to include staff training on telephone etiquette
- 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
- 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
- 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
- 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
- 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
- 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
- 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, associates, 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