Community Relations Manager

Retirement Concepts; White Rock; On-site; CAD 60,000 - 90,000; Full time

Job summary

West Coast Seniors Housing Management is seeking a Community Relations Manager in BC to lead outreach, generate qualified leads, and drive occupancy and revenue. The role partners with the GM and Sales Director to shape marketing plans and events, build referrals, and deliver exceptional move-in experiences.

The CRM will travel as needed, oversee relationships with residents and families, and ensure excellent customer service while adhering to safety and infection-control standards.

Qualifications

• Minimum 3 years of sales and customer service experience.
• Experience in senior housing is an asset.
• Must pass vulnerable sector Criminal Record Check per provincial guidelines.
• Ability to read, write, and speak English proficiently.
• Must have reliable transportation and be able to travel.

Responsibilities

• Engage and mobilize the team to achieve occupancy and revenue goals.
• Build and maintain professional relationships with residents, families, and partners.
• Develop and execute the community marketing plan and events.
• Manage leases and contracts with new residents.
• Collaborate with management to review occupancy objectives and move-in/out processes.
• Maintain safety and infection control standards within the community.
• Utilize the community database and ensure timely follow-up.

Skills

Sales experience

Customer service

Interpersonal skills

Team collaboration

Tools

MS Office

CRM software

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 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

Included but not limited to:

• 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,
  • 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.