Customer Relationship Manager

Hallmark Care Homes; Cardiff; Hybrid; GBP 35,000 - 55,000; Full time

Benefits offered by this job

Competitive salary

Training & development

Pension

Life assurance

Healthcare

Rewards program

Work-life balance

Job summary

Hallmark Luxury Care Homes in St Mellons, Cardiff, invites applications for a Customer Relationship Manager to drive occupancy, achieve revenue targets and deliver an outstanding customer experience for prospective residents and families.

Working with the General Manager, you will handle enquiries, conduct tours, build relationships with healthcare professionals, organize local events and support PR efforts to raise the home’s profile in the community.

Qualifications

• Previous experience in a customer-facing sales and marketing role.
• Proven track record of achieving sales targets.
• Excellent communication, influencing and relationship-building skills.
• Strong organisational and time management abilities.
• Competent using Microsoft Office and CRM systems.
• Professional, adaptable and customer-focused approach.
• Commitment to delivering outstanding service.

Responsibilities

• Achieve occupancy and revenue targets in line with budget expectations.
• Manage and track enquiries through the sales process using our CRM system.
• Conduct tours and presentations for prospective residents and families.
• Build trust with customers, understand their needs and guide them through the decision-making process.
• Support a seamless move-in experience and ensure all admission documentation is completed accurately.
• Develop and implement local sales and marketing activity.
• Organise open days, community events and networking opportunities.
• Build and maintain relationships with healthcare professionals, community groups, charities and referral partners.
• Support local PR initiatives and manage social media activity to raise awareness of the home.
• Lead sales process training where required.
• Work collaboratively with the management team to achieve occupancy and revenue goals.

Skills

Customer-facing selling

Sales targets

Communication skills

Relationship-building

Organisation & time management

Microsoft Office

CRM systems

Adaptability

Customer service

Education

Degree-level education in Sales or Marketing

Tools

Microsoft Office

CRM systems

Job description

Be Part of an exciting new luxury care home opening in St Mellons, Cardiff

For over 25 years, Hallmark Luxury Care Homes has been delivering award-winning residential, dementia and nursing care, placing residents and their families at the heart of everything we do.

We're delighted to be opening Melrose Grange Luxury Care Home in St Mellons, Cardiff. Designed to complement its natural surroundings, the home will feature beautifully appointed living spaces, wrap-around gardens and a dedicated sensory garden for residents living with dementia.

We are now seeking an ambitious and relationship-focused Customer Relationship Manager to play a key role in the successful launch and ongoing growth of our newest luxury care home.

The Role:

As Customer Relationship Manager, you will drive occupancy, achieve revenue targets, and deliver an exceptional customer experience for prospective residents and their families.

Working closely with the General Manager and leadership team, you will manage enquiries from initial contact through to admission, build strong community relationships and deliver local sales and marketing initiatives.

Key Responsibilities:

Sales & Occupancy

• Achieve occupancy and revenue targets in line with budget expectations.
• Manage and track enquiries through the sales process using our CRM system.
• Conduct tours and presentations for prospective residents and families.
• Build trust with customers, understand their needs and guide them through the decision-making process.
• Support a seamless move-in experience and ensure all admission documentation is completed accurately.

Marketing & Networking

• Develop and implement local sales and marketing activity.
• Organise open days, community events and networking opportunities.
• Build and maintain relationships with healthcare professionals, community groups, charities and referral partners.
• Support local PR initiatives and manage social media activity to raise awareness of the home.

Leadership & Collaboration

• Support and coach colleagues to deliver exceptional customer experiences.
• Lead sales process training where required.
• Work collaboratively with the management team to achieve occupancy and revenue goals.

About You:

• Previous experience in a customer-facing sales and marketing role.
• Proven track record of achieving sales targets.
• Excellent communication, influencing and relationship-building skills.
• Strong organisational and time management abilities.
• Competent using Microsoft Office and CRM systems.
• Professional, adaptable and customer-focused approach.
• Commitment to delivering outstanding service.

Desirable

• Degree-level education in Sales, Marketing or a related field.
• Experience within healthcare, care homes, retirement living or hospitality.
• Understanding of the care home sector and private-pay market.

This is a fantastic opportunity to join a brand-new luxury care home, build meaningful relationships within the local community and make a real difference to residents and their families.

Reap the Rewards

Your dedication and hard work will be celebrated with a competitive salary, outstanding training and development opportunities, and a supportive work environment. But that's not all! Here's what else you can expect:

• Valued as our Greatest Asset: Be part of a values-driven company that puts people first.
• Skyrocket Your Career: Avail yourself of industry-leading training and development, propelling your career to new heights.
• Wellness Matters: Enjoy excellent benefits, including a pension, life assurance, and optional healthcare.
• Exclusive Perks: Embrace our rewards and discount scheme – Hallmark Rewards.
• Balance is Key: Experience a fulfilling work-life balance, nurturing your well-being.

At Hallmark Luxury Care Homes, we value diversity, respect, and collaboration. Together, let's make a positive difference in the lives of our residents and team members every day!

Hallmark Luxury Care Homes is committed to promoting equal opportunities in employment and in the workplace and welcomes applications from all suitably qualified candidates regardless of age, disability, gender reassignment, marital or civil partner status, pregnancy or maternity, race, colour, nationality, ethnic or national origin, religion or belief, sex or sexual orientation.