Resident Experience Manager

Bupa; Wincanton; On-site; GBP 40,000 - 60,000; Full time

Job summary

Bupa is seeking a Sales Manager for a care home in the United Kingdom. You will own the customer journey from initial enquiry to move-in, driving occupancy while maintaining warm, professional service.

The role includes leading local marketing, coordinating community engagement, and ensuring high presentation standards throughout the home. You will manage show rounds, lead negotiations, and work with a rota to cover out-of-hours enquiries.

Qualifications

• Proven experience in sales, customer service, or business development within care/hospitality preferred.
• Strong interpersonal and communication skills with a proactive, organised approach.
• Confident with CRM systems and social media platforms; able to lead marketing events.

Responsibilities

• Take ownership of all potential customer interactions including walk-ins, phone enquiries, data capture, and follow-ups.
• Lead sales negotiations and conduct professional show rounds.
• Ensure enquiries are handled promptly, including out-of-hours support via a staff rota.
• Complete daily checks to ensure the home is presented to high standards and deliver engaging show rounds.
• Arrange and lead marketing events to promote the home within the local community and align with business goals.
• Develop strong community links to generate new enquiries and build brand awareness.
• Attend occupancy focus calls and work towards targets for occupancy, conversions, and review scores.
• Provide daily support to the team and collaborate with housekeeping, front of house, activities, and catering.
• Build relationships with residents and families; maintain ongoing communication for future visits.
• Develop relationships with social workers, district nurses, and commissioners to promote the home as the local 'home of choice'.

Skills

Sales experience

Customer service

Business development

Interpersonal skills

CRM systems

Social media management

Marketing events

Team leadership

Tools

CRM software

Job description

"

As the Sales Manager, you will be the driving force behind the care home's occupancy and reputation. You'll take full ownership of the customer journey—from initial enquiry to move‑in—ensuring a seamless, warm, and professional experience. Your role will also involve leading local marketing efforts, managing community engagement, and maintaining the home's high standards of presentation and customer service.

Sales & Customer Journey

• Take ownership of all potential customer interactions including walk‑ins, phone enquiries, data capture, and follow‑ups.


• Lead all sales negotiations and conduct professional, engaging show rounds.


• Ensure all enquiries are handled promptly and professionally, including out‑of‑hours support via a trained staff rota.


• Complete daily walk rounds and \"first impressions\" checklists to ensure the home is always presented to the highest standards.


• Deliver exceptional show rounds, showcasing the home's facilities and care offering.

Marketing & Community Engagement

• Arrange and lead marketing events to promote the home within the local community.


• Keep the Home's Promotion Plan current and aligned with business goals.


• Work with the central Marketing Team to implement national campaigns and initiatives.


• Develop strong community links to generate new enquiries and build brand awareness.


• Manage and grow the home's social media presence, ensuring content is relevant, engaging, and reflective of life in the home.


• Increase online review ratings and manage the collection of feedback from residents, families, and visitors.

Performance & Reporting

• Attend bi‑weekly occupancy focus calls and contribute to strategies for increasing occupancy.


• Work to specific targets related to occupancy, conversion rates, and review scores.


• Complete administrative tasks including contracts, scheduling pre‑admission assessments (PAAs), and maintaining accurate records in the marketing and sales database (MSD).

Team Collaboration & Leadership

• Provide daily support and guidance to the team, ensuring they are informed of visits and aligned with customer service expectations.


• Collaborate with housekeeping, front of house, activities, and catering teams to plan and deliver events that reflect the home's high standards.


• Build lasting relationships with residents, including those on short stays or respite care, and maintain ongoing communication to encourage future visits.

Stakeholder Engagement

• Develop strong professional relationships with key stakeholders including social workers, district nurses, and ICB commissioners.


• Promote the home as the local \"home of choice\" through partnership work with community groups, charities, and influencers.

Other Duties

• Support with general reception and administrative tasks as required.

Qualifications and Experience

• Proven experience in sales, customer service, or business development—ideally within the care or hospitality sector.


• Strong interpersonal and communication skills.


• A proactive, organised, and customer‑focused approach.


• Confidence in using CRM systems and social media platforms.


• Passion for delivering outstanding customer experiences.

"