Marketing Director

About This Role

This role oversees the internal and external marketing efforts of the community to meet or exceed the budgeted census. It involves developing and implementing marketing plans, managing inquiries, and building community relationships.

Responsibilities

• 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