STATEMENT OF JOB:

The Sales and Marketing Director will oversee the internal and external marketing efforts of the community 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 a model room according to protocols
• Train all staff on achieving the best first impressions with residents, family, and prospects, including 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 promptly
• 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 a lead tracking system to document all contacts with prospects
• Respond to inquiries within an appropriate time frame: 1 business day or before the close of business each day
• Identify needs, barriers, and next steps for each inquiry
• Generate required reports related to marketing activity by using lead lead-tracking system

Referral Development:

• Conduct external marketing calls according to corporate schedule, and dependent on census
• Enter calls in the lead tracking system
• Follow-up on all external calls
• Host community events according to a 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 the promotion of incentives and housewarming parties

Move-In Process:

• Review and collect all appropriate admissions paperwork with residents and families 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 promptly
• 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 in 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