Luxury Care Home Relations & Growth Lead

Crystal Care Group South East; Southampton; On-site; GBP 38,000 - 40,000; Full time

Benefits offered by this job

Full induction training

Blue Light Card

Enhanced DBS check

Refer a Friend bonus

Career progression

Supportive leadership

Job summary

Crystal Care Collection is seeking a Customer Relations Manager for Merceode Lodge in the Southampton area. You will guide prospective residents and families from first enquiry through admission, while supporting occupancy growth and strengthening local presence.

You will lead enquiry management, host tours, and build partnerships with local healthcare professionals, charities, and referral partners. The role requires exceptional communication, relationship-building and a passion for delivering

Qualifications

• Has experience in sales, marketing, customer relations or business development, ideally in health or social care.
• Exceptional communicator with outstanding interpersonal skills.
• Enjoys building relationships and trust with families, professionals and colleagues.
• Proactive, organized and results-driven.
• Confident networking and representing the organisation in the local community.
• Capable of managing multiple priorities while delivering an excellent customer experience.
• Displays 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, guiding from initial enquiry through admission.
• Deliver engaging and personalised home tours, showcasing the environment and services.
• Develop and maintain relationships with local healthcare professionals, charities, community groups, schools and referral partners.
• Generate high-quality enquiries through networking and local marketing initiatives.
• Plan and host events within the home and represent Crystal Care Collection at external events.
• Maintain an accurate database of prospective residents and deliver regular communications via newsletters and digital marketing.
• Ensure enquiries are managed promptly and recorded in the CRM system.
• Nurture enquiries through the customer journey, converting interest into admissions.

Skills

Sales

Marketing

Customer relations

Business development

Interpersonal skills

Networking

Organized

Tools

CRM system

Job description

Crystal Care Collection is seeking a Customer Relations Manager for Merceode Lodge in the Southampton area. You will guide prospective residents and families from first enquiry through admission, while supporting occupancy growth and strengthening local presence.

You will lead enquiry management, host tours, and build partnerships with local healthcare professionals, charities, and referral partners. The role requires exceptional communication, relationship-building and a passion for delivering