Community Relations Manager

Retirement Concepts; White Rock; On-site; CAD 65,000 - 90,000; Full time

Job summary

West Coast Seniors Housing Management is seeking a Community Relations Manager to lead outreach, identify sales leads, and help achieve occupancy and revenue goals. The CRM reports to the General Manager and collaborates with site leadership to ensure quality customer service for residents and families.

You will develop marketing plans, build partnerships, manage a community database, and travel as needed. The role requires in-person engagement, strong communication, and a passion for helping

Qualifications

• Minimum 3 years of sales and customer service experience.
• Prior experience in senior housing is an asset.
• Passion for working with seniors.
• Must pass vulnerable sector Criminal Record Check.
• Proficient reading/writing/speaking English.
• Reliable transportation and travel willingness.
• Excellent interpersonal and communication skills.
• Ability to work independently and in a team.
• Highly organized with multi-tasking ability.
• Available to work weekends/evenings/flexible hours.
• MS Office familiarity; CRM/database experience is an asset.
• Willing to travel as required.

Responsibilities

• Engage and mobilize your team to achieve organization goals.
• Develop and maintain professional relationships to support culture.
• Model values and leadership behaviours of the organization.
• Achieve occupancy and revenue targets with GM and site leaders.
• Drive qualified leads through promotion and online engagement.
• Conduct personal visits with prospects and families to assess needs.
• Build referral relationships with community partners.
• Utilize and maintain the community database daily.
• Understand market trends and competitor offerings to stay competitive.
• Collaborate on marketing plan and annual budget with GM and Director.
• Develop strategic marketing plans and events to grow prospects.
• Design marketing materials with Director of Sales & Marketing.
• Share insights with other CRMs during meetings.
• Lead on leases and contracts with new residents.
• Collaborate to review occupancy objectives.
• Support move-in/move-out processes.
• Maintain a safe environment per procedures and infection control.
• Perform all other duties as required.

Skills

Sales & customer service

Relationship building

Communication

Team collaboration

Leadership

Travel readiness

Independent worker

Organizational skills

Tools

MS Office Suite

CRM systems

Job description

About Us

At West Coast Seniors Housing Management, we see our communities as a family and we are equally committed to our residents and our staff. We provide an engaging work environment and treat each other with respect and dignity. We invest in the growth and development of our teams to actively participate in the creation of memories and moments that matter to our residents.

About Us

At West Coast Seniors Housing Management, we see our communities as a family and we are equally committed to our residents and our staff. We provide an engaging work environment and treat each other with respect and dignity. We invest in the growth and development of our teams to actively participate in the creation of memories and moments that matter to our residents.

About The Role

The Community Relations Manager (CRM) reports to the General Manager (GM) and/or designate and is responsible for building relationships through community outreach, identifying sales leads, reaching occupancy and revenue goals. The role of CRM supports older adults and their families choose the best option for retirement living accommodation, care and services. The CRM as part of the leadership team and connects with all persons served to ensure quality customer service is achieved.

Responsibilities

• Engage and mobilize your team to achieve the purpose, goals, objective and key results of the organization.
• Be an engaged collaborative team player, developing and maintaining professional relationships that support and strengthen the organizational culture and purpose.
• Model the values and leadership behaviours of the organization and inspire others to do the same.
• Achieves or exceeds occupancy and revenue targets by working with the GM and site leadership team.
• Drives qualified leads to the community through promotion, advertising, online engagement and various mediums
• Conducts personal visits with prospects and their families to understand their needs and aligns the community.
• Build professional referral relationships with community partners and provide tools and resources to encourage promotion and referrals to the community.
• Utilize and maintain the community database on a daily basis, and ensure timely follow up.
• Understand market trends, as well as competitor services and offerings from features, rates, incentives, occupancies, etc., all to maintain a competitive edge.
• Working closely with the GM and the Director of Sales and Marketing to create the community marketing plan, events and annual budget.
• Develops a strategic marketing plan and events to grow a portfolio of interested prospects and engaged community partners.
• Design marketing materials in collaboration with the Director of Sales and Marketing.
• Work with other CRM’s to share insights and best practices, including bi-monthly teleconference calls and quarterly meetings.
• Takes the lead on leases and contracts with new residents.
• Collaborate with the GM and other departmental managers to review occupancy objectives.
• Collaborate with all other departments to provide an exceptional move-in/ move-out process.
• Maintains a safe environment for residents, family and staff, through:
• accident prevention,
• knowledge of emergency procedures and regulations,
• the safe use of supplies and equipment and reporting when repairs are necessary, and
• Utilizing infection control procedures
• Performs all other duties as required.

Qualifications & Skills

• A minimum of 3 years of sales and customer service experience required.
• Previous experience in senior housing is an asset.
• A passion working with seniors
• All successful applicants must pass the vulnerable sector Criminal Record Check applicable to Provincial guidelines.
• Ability to read, write and speak English proficiently.
• Must have reliable transportation and be able to travel.
• Effective written and spoken communication skills
• Excellent interpersonal skills
• Work independently and in a team environment
• Highly organized and able to multi-task.
• Highly self-motivated, with a passion for delivering outstanding results
• Ability to work weekends, evenings and/or flexible hours (i.e. to attend/facilitate meetings/events), as required.
• Solid working knowledge of MS Office Suite (Outlook, Excel, Word, PowerPoint)
• Knowledge and previous use of a CRM or Data Base management system an asset.
• Ability to travel, as required.

West Coast Seniors Housing Management is an equal opportunity employer.