Customer Relations Manager

Crystal Care Homes (2) Limited; Marchwood; On-site; GBP 28,000 - 42,000; Full time

Benefits offered by this job

Induction training

Blue Light Card

Enhanced DBS check

Refer a Friend bonus

Professional development

Hybrid working

Growth opportunities

Employee benefits

Job summary

Crystal Care Collection is seeking a Customer Relations Manager for Merceode Lodge in the UK to lead enquiry management and local marketing, guiding prospective residents from first enquiry through to moving in. You will work with the General Manager to grow occupancy and strengthen community presence while delivering exceptional customer experiences.

You will develop partnerships, organise events and manage marketing initiatives, ensuring every interaction reflects warmth, professionalism and

Qualifications

• Has previous experience in sales, marketing, customer relations or business development, ideally within health or social care.
• Is an exceptional communicator with outstanding interpersonal skills.
• Enjoys building relationships and establishing trust with families, professionals and colleagues.
• Has a proactive, organised and results-driven approach.
• Is confident networking and representing the organisation within the local community.
• Can manage multiple priorities while delivering an exceptional customer experience.
• Demonstrates professionalism, compassion and integrity in every interaction.
• Shares our values of compassion, thoughtfulness, integrity and excellence.

Responsibilities

• Act as the primary point of contact for prospective residents and families from enquiry through admission.
• Deliver engaging and personalised home tours, showcasing the luxury environment and services.
• Develop and maintain relationships with local healthcare professionals, charities and referral partners.
• Generate high-quality enquiries through networking, community engagement and local marketing.
• Plan and host events within the home and represent Crystal Care Collection at external events.
• Maintain a database of prospective residents, delivering regular communications via newsletters and digital marketing.
• Ensure enquiries are managed promptly and recorded in the CRM system.
• Nurture each enquiry through the customer journey to convert interest into admissions.

Job description

At Crystal Care Collection, we create luxury care homes where residents receive exceptional care and families find reassurance, trust and support at every stage of their journey.

We're looking for an enthusiastic and driven Customer Relations Manager to become the welcoming face of our Care Home Merceode Lodge, helping prospective residents and their families navigate one of life's most important decisions while supporting occupancy growth and strengthening our presence within the local community.

This is an exciting opportunity for someone who thrives on building relationships, enjoys networking and has a passion for delivering outstanding customer experiences.

About the Role

As Customer Relations Manager, you'll lead all aspects of enquiry management and local marketing, guiding prospective residents from their first enquiry through to moving into their new home.

Working closely with the General Manager and wider team, you'll develop community partnerships, organise events, manage marketing initiatives and ensure every interaction reflects the warmth, professionalism and excellence that defines Crystal Care Collection.

You'll play a key role in growing occupancy while ensuring every family feels informed, supported and confident throughout their journey.

Key Responsibilities

Act as the primary point of contact for prospective residents and their families, providing guidance and support from initial enquiry through to admission.

Deliver engaging and personalised home tours, showcasing the exceptional environment and services available.

Develop and maintain strong relationships with local healthcare professionals, charities, community groups, schools and other referral partners.

Generate high-quality enquiries through networking, community engagement and local marketing initiatives.

Plan and host events within the home and represent Crystal Care Collection at external community events.

Maintain and develop an accurate database of prospective residents, delivering regular communications through newsletters and digital marketing.

Ensure all enquiries are managed promptly and professionally, maintaining detailed records within the CRM system.

Nurture every enquiry through the customer journey, identifying opportunities to convert interest into admissions.

Support respite-to-permanent resident conversions through ongoing engagement with residents and families.

Work with the marketing and PR teams to promote the home through social media, care home review platforms and local stories.

Ensure show suites and communal areas are presented to the highest standard to reflect the luxury environment.

Train and support colleagues to confidently handle enquiries and conduct home tours during evenings and weekends when required.

Develop and implement a local marketing plan aligned with occupancy targets and business objectives.

About You

We're looking for someone who:

Has previous experience in sales, marketing, customer relations or business development, ideally within health or social care.

Is an exceptional communicator with outstanding interpersonal skills.

Enjoys building relationships and establishing trust with families, professionals and colleagues.

Has a proactive, organised and results-driven approach.

Is confident networking and representing the organisation within the local community.

Can manage multiple priorities while delivering an exceptional customer experience.

Demonstrates professionalism, compassion and integrity in every interaction.

Shares our values of compassion, thoughtfulness, integrity and excellence.

Working Pattern

Monday – Friday

9:00am – 5:00pm

40 hours per week

Flexibility may occasionally be required to support evening or weekend events and home tours.

What We Offer

Full induction training programme

Fully funded Blue Light Card

Fully funded Enhanced DBS check

Refer a Friend bonus scheme

Ongoing professional development and career progression opportunities

Supportive and collaborative leadership team

The opportunity to make a meaningful difference to residents and families every day

A rewarding role within a growing and forward-thinking organisation

Join Our Team

This is more than a sales role—it's an opportunity to help families make one of the most important decisions of their lives while showcasing the exceptional care and environment that Crystal Care Collection provides.

If you're passionate about people, thrive on building relationships and want to play a key role in the success of a luxury care home, we'd love to hear from you.

We are currently unable to offer sponsorship.

Our screening and recruitment process is conducted in line with Crystal Care Collection's Safeguarding Policy.

Perks and Benefits Generous annual leave, plus public holidays based on location. Extra annual leave for your birthday or an alternative celebration day. Access to an Employee Assistance Programme (EAP) Pension plan with contributions from Mauve Group (where applicable). Opportunities for professional growth via Mauve Academy – our learning portal. Annual training allowance for career development. Hybrid working environment, with home setup allowance (where applicable). Optical benefits (£155/€180 toward eye tests, glasses, and lenses). Exciting opportunities, including domestic/international travel, team meet-ups, and company-wide events.