Director Sales and Marketing

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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