Interim Client Relations Manager (social care)

Practicus Ltd; Cheltenham; Hybrid; GBP 40,000 - 55,000; Full time

Job summary

A recruitment agency in Cheltenham seeks an Interim Customer Relationship Manager to establish a structured sales process and enhance occupancy rates. The role requires a strong background in the health and social care sector, focusing on effective customer journey management. You will lead best practices, conduct market research, and work collaboratively with marketing. This position offers on-site work required at least three days a week.

Qualifications

• Proven track record in care homes sales.
• Strong experience in health and social care sector.
• Hands-on approach to implement best practices.

Responsibilities

• Establish structured sales process and model best practices.
• Work with marketing to ensure lead quality.
• Conduct competitor analysis and identify differentiation opportunities.
• Increase occupancy by filling empty beds.

Skills

Driving occupancy growth

Sales and customer journey management

CRM systems and marketing analytics

Influencing and communication skills

Job description

The Interim Customer Relationship Manager will establish and embed a structured sales process within the home, optimising the customer journey from enquiry to admission.The role will focus on improving conversion rates, enhancing occupancy, and ensuring sustainable processes are left in place.

Key ResponsibilitiesCustomer Journey & Sales Process (80-90%)

• Lead and model best practice in managing the customer journey from first enquiry through to admission.

• Leverage the home's new CRM system (already fully populated with data) to track and analyse conversion rates.

• Identify and address barriers to conversion, whether internal (process/skills) or external (market saturation).

• Deliver a structured 3-month programme:

  • Month 1: Hands-on demonstration of best practice.

  • Month 2: Collaborative delivery alongside the team.

  • Month 3: Coaching, oversight, and monitoring of independent delivery by the team.

• Review and assess marketing spend and outcomes at the end of the contract period.

Marketing Collaboration (10-15%)

• Work closely with the central marketing team to ensure sufficient enquiry volumes and quality of leads.

• Contribute to local service positioning and shape the dementia care proposition in Cheltenham.

Market Research & Competitor Analysis

• Conduct competitor benchmarking within the Cheltenham care home market.

• Identify opportunities to differentiate, particularly around dementia care.

Occupancy Growth

• Increase occupancy by filling 20 current empty beds, via admissions through private or local authority funding.

• Provide evidence-based recommendations on sustainable occupancy strategies.

Candidate Profile

• Proven track record of driving occupancy growth in care homes through effective sales and customer journey management.

• Strong experience in the health and social care sector, particularly in sales and marketing roles.

• Data-driven, confident using CRM systems and marketing analytics.

• Hands-on, pragmatic approach with the ability to model and coach best practice.

• Strong influencing and communication skills to engage and upskill local teams.

• Available to be on-site in Cheltenham a minimum of 3 days per week (initial 4 weeks), with travel expenses covered.

Practicus Ltd is acting as an Employment Business in relation to this vacancy.

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