Territory Manager

Senior Helpers North County Territory Manager

Job Description

Objective: The Territory Manager is responsible for developing, managing, and expanding Senior Helpers' presence in the North San Diego territory. This hybrid role focuses on business development, client relationship management, market penetration, and service delivery excellence while working both in the field and remotely until a permanent office location is established in the territory.

Reports to: Director of Operations

Territory Coverage: Mira Mesa, Poway, and Rancho Penasquitos, and other North County areas of San Diego

Primary Responsibilities

Territory Development & Business Growth

• Develop and execute strategic plans to expand Senior Helper’s market presence and brand awareness 
• Identify and actively pursue growth opportunities 
• Build and maintain relationships with key referral sources including hospitals, medical facilities, senior living communities, and healthcare professionals
• Generate new business leads through community outreach, networking events, and strategic partnerships
• Track and analyze territory performance metrics including market penetration, client acquisition rates, and revenue growth
• Collaborate with marketing team to develop territory-specific promotional strategies and materials

Client Relationship Management

• Serve as the primary point of contact for all clients within territory, ensuring consistent and exceptional service delivery
• Build and maintain strong, long-term client relationships by understanding their unique needs and providing tailored home care solutions
• Ensure clients and their families are satisfied with Senior Helpers services, including monitoring online reviews and proactively addressing concerns
• Manage and resolve client issues in a timely and effective manner, ensuring positive outcomes and client retention
• Conduct regular client check-ins and satisfaction surveys to maintain service quality standards

Service Delivery & Operations

• Perform comprehensive assessments and oversee the onboarding process for new clients, ensuring smooth transitions from initial inquiry to service delivery
• Coordinate with the scheduling department to ensure optimal service delivery and client expectations are met or exceeded
• Ensure all client requests and service modifications are handled professionally and in alignment with company policies and procedures
• Monitor service quality and caregiver performance within territory, providing feedback and recommendations for improvement

Problem Solving & Issue Resolution

• Act as the primary escalation point for client concerns or complaints, resolving issues promptly to ensure minimal disruption to client care
• Proactively identify potential service delivery problems and implement solutions before they impact client experience
• Facilitate feedback collection from clients and collaborate with internal teams to address areas of improvement
• Develop and maintain crisis management protocols for territory-specific challenges

Client Retention & Growth

• Drive client retention by consistently delivering exceptional service value and maintaining high satisfaction rates within territory
• Maintain CHAP Certification and uphold Age-Friendly Care Approach standards
• Perform and maintain all Life-Profile assessments for new and current clients, ensuring compliance with company standards
• Collaborate directly with Sales Inquiry Specialist on assessment booking quality and quantity within territory
• Identify opportunities for service expansion with existing clients (increased hours, additional services)

Performance Tracking & Reporting

• Monitor and track key performance indicators (KPIs) including client hours added, territory growth, referral source development, and revenue targets
• Provide regular updates and comprehensive reports to Director of Operations on territory status, market conditions, and growth opportunities
• Maintain accurate records of all client interactions, referral source contacts, and business development activities in CRM system
• Analyze territory data to identify trends, opportunities, and areas requiring attention

Community Engagement & Networking

• Represent Senior Helpers at community events, health fairs, and professional networking opportunities within territory
• Develop and maintain relationships with key community stakeholders including physicians, social workers, discharge planners, and senior service organizations
• Participate in local business associations and healthcare professional groups to increase brand visibility
• Coordinate and conduct educational presentations about home care services to potential referral sources

Team Collaboration & Hybrid Work Management

• Work effectively in a hybrid environment, managing both field-based activities and remote work responsibilities
• Maintain regular communication with office team and other territories to ensure seamless service delivery
• Collaborate with internal departments including scheduling, human resources, caregiver managers, and administration to support territory operations
• Demonstrate commitment to company's core values of integrity, innovation, teamwork, and continuous professional development
• Contribute to company-wide initiatives and share best practices with other territory managers

Qualifications

Required Experience & Skills

• 3 year’s experience in territory management, business development, sales, or account management, preferably in homecare, healthcare or service industry
• CRM software proficiency (Wellsky Personal Care preferred) and customer relationship management tools
• Advanced proficiency in office software including MS Office Suite, Teams, and communication platforms
• Valid driver's license and reliable vehicle for extensive territory travel
• Comfortable with 60-70% travel within assigned territory for clients, referral sources, marketing, and quality control.

• Strong business development acumen with demonstrated track record of growing market presence and revenue
• Excellent relationship-building skills with ability to establish trust and rapport with clients, families, and healthcare professionals
• Outstanding communication skills both verbal and written, with ability to present professionally to diverse audiences
• Strong organizational and multitasking abilities with exceptional attention to detail and follow-through
• Problem-solving expertise - Must be a solutions-oriented professional who proactively addresses challenges

Compensation Benefits

$75-85K Base Salary, depending on qualifications and experience

$6K Performance (SMART Goal) Quarterly Bonuses (dependent on review)

Health Insurance Supplemental

401K

PTO

Educational / Certification Opportunities

Vertical Career Advancement with Top Performing Home Care Agency