Harmony Senior Services - Elkhart, IN
posted 2 months ago
The Sales and Marketing Director at Harmony at Elkhart 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 daily tour route preparedness. 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 strategize and align efforts. The sales process is another critical area of focus for this role. The director will personally manage all inquiries when present in the building and provide training to 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, even in the absence of the Sales and Marketing Director. Customer service training will be integrated into the orientation of all new hires and conducted 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 responsibilities, along with generating required reports related to marketing activity. Referral development is another key responsibility, which includes conducting external marketing calls, following up on all external calls, and hosting community events. The director will establish and promote relationships with senior care support groups and local networking groups, serving as an educational spokesperson on aging and health issues. Additionally, the director will develop resident referrals through promotional incentives and housewarming parties, further enhancing community engagement and outreach.