Head of Sales and Client Relations

7 days ago

Australia Estia Health Full time

About the Role

The Head of Sales and Client Relations is a key senior leadership position at Estia Health, responsible for developing and leading a team to execute sales strategies and maximize occupancy and market share across our portfolio of residential aged care homes.

Key Responsibilities

  • Lead the bi-annual fees and room pricing process to optimize government and non-government revenue streams, exceeding budgeted revenues and profit targets while supporting business growth.
  • Set the vision, commercial, and operational tactics to develop strong client relations, enquiries, and contracts teams across the eastern states.
  • Lead and participate in local, regional, and global initiatives and projects to drive culture, quality, and experience for residents, partners, and front-line teams.
  • Collaborate with operations, finance, property, lifestyle, and marketing to ensure offerings meet resident needs while being profitable and market competitive.
  • Coach and manage team members to drive overall accountability, ownership, and progress against goals and targets.
  • Collaborate with peers to drive and execute key business priorities and drive a customer-first approach to resolving issues while staying abreast of industry changes.
  • Unlock the potential in direct reports and contribute to their ongoing improvement and growth.

Customer Support and Experience

  • Drive lead volume and ensure a high volume of contacts are nurtured and converted.
  • Manage professional relations with key customers to deepen understanding of customer challenges.
  • Train, onboard, and support front-of-house administration and relationship teams to manage enquiries and nurture relationships.

Operations Rigour

  • Conduct regular funnel reviews with Sales, Marketing, and Operations teams to drive performance, achieve average contract revenue, and assist with any issues.
  • Develop reports, presentations, and data as required to ensure transparency in relation to progress against monthly, quarterly, and annual targets.
  • Participate in business reviews where required to provide insights and progress on revenue and performance of the team.
  • Lead initiatives to improve overall speed and quality of response to potential residents and their families.
  • Implement new tools and processes as required to drive efficiency and effectiveness to have a positive impact on resident and resident family experience.

Requirements

  • Degree or similar in Business, Marketing, Communications, or Healthcare.
  • A proven track record (10+ years) in business development, relationship management, and direct-to-customer sales to drive growth and profitability, preferably in the aged care industry.
  • Experience coaching and leading a team of relationship and sales representatives.
  • Experience driving a customer-focused sales culture across a business pipeline.
  • Strong communication and interpersonal skills.
  • Ability to build and maintain strong relationships with partners and internal stakeholders.
  • Demonstrated ability to meet and exceed sales targets.
  • Strong strategic thinking and analytical skills.
  • Excellent communication, negotiation, and interpersonal skills.
  • Advanced English literacy and numeracy.

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