Harmony Senior Services - Asheville, NC
posted 3 months ago
The Sales and Marketing Director at Harmony at Reynolds Mountain plays a crucial role in overseeing the internal and external marketing efforts of the community. This position is essential for meeting or exceeding the budgeted census, which directly impacts the success of the facility. The director will be responsible for ensuring that the community is always ready to make a great first impression on potential residents and their families. This includes adhering to the Harmony Senior Services Way, which emphasizes building readiness and the importance of daily tour route readiness. The director will also develop a model room according to established protocols and train all staff on how to create the best first impressions, including telephone etiquette training. In terms of market planning, the Sales and Marketing Director will develop a quarterly marketing plan in collaboration with the marketing team, ensuring compliance with corporate standards. Timely completion of all marketing reports is also a key responsibility, along with leading internal marketing meetings to keep the team aligned and focused on goals. The sales process is another critical area of focus for this role. The director will manage all inquiries personally when present in the building and provide training for staff on inquiry handling, both by phone and in person, according to corporate guidelines. It is essential to ensure that there is adequate leadership availability for inquiries and tours, especially in the absence of the Sales and Marketing Director. Customer service training will be integrated into the orientation of all new hires and conducted at least annually for all staff to maintain high service standards. Lead tracking and follow-up are vital components of the role. The director will utilize a lead tracking system to document all contacts with prospects and ensure timely responses to inquiries, ideally within one business day. Identifying needs, barriers, and next steps for each inquiry will be part of the process, along with generating required reports related to marketing activity. Referral development is another key responsibility, which includes conducting external marketing calls based on the corporate schedule and current census. The director will follow up on all external calls and host community events according to a predetermined schedule. Building community relationships through participation in networking groups and serving as an educational spokesperson on aging and health issues are also important aspects of this role. Additionally, the director will promote resident referrals through incentives and housewarming parties, further enhancing the community's outreach efforts.