Marketing Director

Harmony Senior Services•Chester, VA

1d•Onsite

About The Position

The Sales and Marketing Director will oversee the internal and external marketing efforts of the community to meet or exceed the budgeted census. This role involves adhering to Harmony Senior Services Way for building readiness, developing model rooms, and training staff on first impressions and telephone etiquette. The director will develop quarterly marketing plans, complete reports, lead internal marketing meetings, and manage all inquiries personally, including providing staff training for inquiry handling. Responsibilities also include customer service training for new hires, promoting sales enhancements, responding to mystery shopping feedback, and using a lead tracking system for prospect contacts and activity reports. External marketing calls, hosting community events, establishing senior care support groups, promoting the community as a meeting space, and building community relationships through networking are key. The director will serve as an educational spokesperson on aging and health issues, develop resident referrals, manage the move-in process, ensure apartment readiness, and establish relationships with skilled nursing facilities for discharge planning. Responding to resident and family concerns, participating in surveys, developing family events, creating an active Respite Program, visiting residents in the hospital, and serving as a community spokesperson for local media are also part of the role.

Requirements

Must have a High School Diploma or GED
Three years’ experience working as a marketing director in senior care
Demonstrated ability to build a census
Ability to analyze data and develop and implement a marketing plan
Strong organizational skills and ability to multi-task and complete projects on time
Ability to establish relationships and connections with prospective clients and their families, associates, community resource groups, and management team
Must possess strong oral and written communication skills and be proficient using computer programs
Must be able to work a flexible work schedule based upon the business needs, which could include evenings and weekends
Must be able to lift, carry, and push up to 25lbs

Nice To Haves

Bachelor’s degree preferred or equivalent experience

Responsibilities

Oversee the internal and external marketing efforts of the community in order to meet or exceed the budgeted census
Adhere to Harmony Senior Services Way to ensure building readiness, including Daily Tour Route Readiness
Develop model room according to protocols
Train all staff on achieving the best first impressions with residents, family and prospects, to include staff training on telephone etiquette
Develop quarterly marketing plan in concert with marketing team, in compliance with corporate standards
Complete all marketing reports in a timely manner
Lead internal marketing meetings
Manage all inquiries personally when in the building
Provide staff training for Inquiry Handling by phone and in person according to corporate guidelines
Ensure bench strength and leadership availability for inquiries and tours in the absence of the Sales and Marketing Director
Provide customer service training as part of the orientation of all new hires and at least annually to all staff
Promote all appropriate sales enhancements
Respond to all information gathered from the Mystery Shopping Program to improve inquiry handling
Use lead tracking system to document all contacts with prospects
Respond to inquiries within an appropriate time frame: 1 business day or before close of business each day
Identify needs, barriers, and next steps for each inquiry
Generate required reports related to marketing activity by using lead tracking system
Conduct external marketing calls according to corporate schedule, and dependent on census
Enter calls in lead tracking system
Follow-up on all external calls
Host community events according to predetermined schedule
Establish, promote and/or work with senior care support groups
Promote the community as a meeting space for local groups
Build community relationships through participation in networking groups at least 1x weekly
Serve as educational spokesperson on aging and health issues
Develop Resident Referrals through promotion of incentives and housewarming parties
Review and collect all appropriate admissions paperwork with resident and family and ensure completeness; distribute to appropriate department heads
Manage the move-in process to ensure that all department heads are involved and introduced to new residents within 48 hours of arrival
Ensure that each apartment is ready for move-in utilizing the room readiness checklist
Establish relationships with local skilled nursing facilities to ensure smooth discharge planning when necessary
Respond to all resident and family concerns in a timely manner
Participate in the resident and family survey process and respond to any concerns mentioned
Develop family events according to corporate guidelines and in collaboration with other members of the marketing team
Develop an active Respite Program
Visit residents when in the hospital
Help serve as community spokesperson for local media; ensuring that the Media Relations Policy is followed
Develop positive relationships with local media to promote coverage of the community
Other duties as assigned