As one of Australia's leading aged care providers in an essential and growing sector, we are privileged and proud to support older Australians and their families, at such an important time in their lives.
In our homes we enrich and celebrate life, which is why we employ people who share our values. After all, these homes are the homes of our residents, and we are privileged to work in them.
As we continue to expand, we are striving to attract, develop and retain the best talent in aged care, supporting our people to create one family where everyone belongs.
Join us in playing a special role in the future of aged care.
About the role
The Head of Sales and Client Relations is a key senior leadership role, responsible for developing and leading a team to execute sales strategies to maximise occupancy and market share across Estia Health’s portfolio of residential aged care homes.
The Head of Sales and Client Relations owns the sales pipeline from lead to nurture to conversion, ensuring a positive and frictionless experience for residents and their families via person-to-person contact, supported by systems and technology. Additionally, the Sales Team supports admissions, billing and administration with a ‘customer first’ attitude.
The responsibilities we will trust you with:
Leadership
- Lead the bi-annual fees and room pricing process and rollout to maximise government and non-government revenue streams to exceed budgeted revenues and profit targets while supporting the businesses’ growth
- Set the vision, commercial and operational tactics to develop strong client relations, enquiries and contracts teams, situated across the eastern states
- Lead and participate in local, regional and global initiatives and projects as needed or required to help drive culture, quality and experience for residents, partners and front-line teams
- Work with operations, finance, property, lifestyle and marketing to ensure offerings that meet resident needs whilst being both profitable and market competitive
- Coach and manage the team members to drive overall accountability, ownership, and progress against goals and targets
- Collaborate with peers to drive and execute on key business priorities and drive a customer first approach to resolving issues whilst 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 the 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
The person who will be amazing in this role:
- 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 in 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
As one of the largest and fastest growing aged care providers in Australia, we need exceptional people to join us on our journey of changing the way we offer aged care. If this is you, Apply Now!
Want to know more?
If you have questions, please email katrina.maurer@estiahealth.com.au
Estia Health is committed to embracing diversity, equity and inclusion in our workplaces. We encourage applications from people of all ages, cultures (including Aboriginal and Torres Strait Islander peoples), abilities, sexual orientation and gender identities. If you need assistance to participate in our application process, please let us know.
Note: It is a condition of employment that you will be, and remain, vaccinated against COVID-19 and Influenza. All shortlisted applicants will need to pass the required background checks.
