Head Customer Relations & Client onboarding

Key Responsibility Areas:

• Onboarding new residents:

  Be the single point of contact for families and

teams to help prepare both parties to onboard the new resident successfully.

Ensure all data points regarding the residents care requirements are conveyed

to the team timely.

• Consultancy calls & services
• Maintaining a database on CRM.
• Inputting customer details in the system of various touchpoints with them.
• Keeping track of all the calls and updating them on CRM.
• Rigorous follow-ups with potential leads.
• Maintaining data of leads weekly and monthly.
• Understanding market competition and realigning teams on the same.
• Having flexibility over the weekend/holidays to speak with High Potential

Leads.

• Customer relationships & feedback:

  Build and promote strong, long-lasting

customer relationships and understanding of their needs. Be responsible for

gathering customer feedback through:

1. Annual customer feedback form

2. Periodic customer feedback as and defined per client status

3. Ensure all customer issues are acknowledged within 24 hours and

resolved timely. Liaise with the care team and other departments if

required to address customer concerns.

• Industry development:

1. Continually develop knowledge of the business climate, applications and

competition.

2. Responsible for maintaining referral database

• Pricing:

1. Maintain data relative to customers, pricing and will document customer

interactions

• Customer contracts, documents & renewals:

  1. To ensure that the customer agreements are signed on the day of move in /as

per process defined

2. Timely renewal of existing contracts before the expiry date.

• Payments:

  To ensure that timely payments are received from the customers

and follow up incase of delays

• CRM:

  Create and implement CRM process for Epoch

• Budget:

  Create and manage sales budget

Skills and Qualifications:

7-8 years of industry experience

• Leadership and Motivation Skills

  – motivates employees to reach sales goals

and needs to be able to effectively train, encourage, inspire and reward team

members for their achievements

• Customer Service

  – understands what it takes to provide excellent service to

elders and families

• Communication and people skills

  – need to be able to communicate all

aspects of the sales operation to families, Facility managers and team members

• Computer skills

  – ability to create and maintain sales records and reports
• Ability to travel