Job Summary: The Director of Sales embodies Yoi Shigoto, “the good work,” by driving the sales efforts and outcomes of the senior living community, which includes managing inquiries, tours, professional referral development, first impressions, and understanding market trends and updates. The Director of Sales position is incredibly important for setting the stage of MBK Senior Living as the senior living provider of choice from the very first initial contact. The characteristics that a successful Director of Sales has at MBK Senior Living possesses are empathy, curiosity, drive, commitment, passion, and ability to create lasting relationships, with both prospects and professionals.
Essential Job Duties (Include % of time for each responsibility):
- Responsible for community’s sales efforts and outcomes, while maintaining budgeted occupancy by driving the number of qualified inquiries, tours, professional referrals (85%)
• Director of Sales responds to new inquiries from multiple channels (Website, walk-in/drive-by, local referral agencies, Virtual Sales Assistant, 24/7 live chat, A Place for Mom, Caring.com) and enters all completed sales activities and detailed notes within the CRM in real-time.
• Director of Sales utilizes specific MBK follow-up plans to achieve desired communication levels with new inquiries, including, but not limited to scheduling the next step after each completed activity according to MBK Hot/Warm/Cold expectations.
• Completes thorough and detailed database management within the CRM in real-time, utilizing the mantra, “if it’s not in the database, it didn’t happen.”
• Director of Sales will be the primary point of contact for the prospect/family or referral agency until the move-in process begins (when “Moving In the MBK Way” starts and is handled by the Executive Director), however, connects relevant team members/department managers in the process if it helps move the sales process forward.
• Assists with training the community team in first impressions, inquiry calls, and effective tours with prospects and professionals.
• Works closely with the Executive Director to ensure that all community team members understand that sales is everyone’s responsibility. Helps conduct training where necessary and needed to deploy and maintain this philosophy.
• Conducts daily community walk through, including the model apartment(s), to ensure the community is ready for all guests, especially prospects and professionals.
- Ensuring that the grounds, common areas and models are “show-ready” at all times, and up to MBK standards;
• Works with Executive Director and community leadership team when updates are necessary, so standards are met
- Identifies, establishes and maintains positive relationships with industry influencers and key community and strategic partners to assure ongoing referrals and continued opportunities to promote the community and attract residents though outreach efforts:
• Builds and maintains relationships with professional referrals
- Maintains the MBK expectation of professional referral development (outreach) efforts weekly to include:
• 7-10 face-to-face professional interactions
- All visits, detailed notes, activities, and next steps are completed within the CRM
• Determines key referral sources within market area and establishes a plan and strategy to advance the relationship to generate referrals.
- Personal visits and calls with a strategy to advance the relationship to referral status
- Plans and conducts internal events to showcase our communities
- Attends local market area events
- Maintains referral database with all contact information including all customer interactions, notes, status and relationship updates; Identifies professionals and/or organizations status in the database based on volume potential of leads
- Creates, updates and manages quarterly Sales and Marketing Plan in collaboration with the Executive Director - to generate new leads, advance current leads, build relationships with referral sources and close sales.
- Develops understanding of annual operating budgets, revenue generation and value pricing
- Evaluates current market research to understand trends and competition, and adjust marketing strategy to meet changing conditions using competitive analysis (2x year).
• Maintains current knowledge of the local market trends and competitors to assist in developing and executing effective sales and marketing plans
- Provides concierge team members with relevant information regarding upcoming prospect and professional tours.
• Assists with training concierge team on initial greeting, phone answering, transferring etiquette and MBK standards, creating positive first impressions, completing a welcome sign for all pre-scheduled tours, ensuring all visitors have a “WOW” experience
- Maintains up-to-date CRM with contact information, detailed notes, and scheduled next steps:
• Stays current on all prospect follow-up, including the use of the MBK 7-Day New Inquiry Follow-Up Plan and 7-Day Tour Follow-Up Plan
• Determines personalized strategy each prospect interaction for effective advancement of the sales process
• Analyzes leads for creating marketing plan (i.e. lead sources, zip codes, etc.)
- Receives community fee and community fee receipt, and delivers to ED/BOM timely to begin the Moving in the MBK Way process with the department manager team.
- Attends, coordinates, and sponsors community networking functions (both within and outside the community) to continually promote the positive and professional image of our community, while accurately representing our services and ”yoi-shigoto” culture
- Determines and plans appropriate activities to achieve sales and implement marketing plan
- Interviews, trains, manages/supervises, evaluates, and resolve problems with Sales Assistant (if applicable), in accordance with community policies, procedures and applicable laws/regulations
- Meetings and Planning Activities
• Attends daily stand-up, weekly sales & marketing meeting with Executive Director, weekly management and leadership meeting, monthly all-team member meeting
• Presents sales and marketing initiatives at community meetings
- Pricing and Revenue Generation to achieve and exceed community budget
• Works with Executive Director to price the community apartments (both premium pricing and value pricing) to maximize revenue and sales as unit types
• Determines other opportunities for increased revenue, i.e. increased Community Fees in specific apartments and neighborhoods
• Select apartments to model to sell open inventory, always maintaining a model (unless 100% occupied)
• Determines appropriate incentives to offer (within community guidelines) to close sales and move residents into the community
• Communicates effectively and often with Executive Director, Regional Director of Sales, Regional Director of Operations, and Vice President of Sales & Marketing
Non-Essential Job Duties (15%):
- Performs other job duties or special projects as assigned/requested by the Executive Director or a designee of the Executive Director
- Understands and ensures compliance with all federal, state and local laws and regulations and all community policies and procedures affecting the department, health conditions and move in procedures
- Displays tact, professionalism and friendliness when dealing with residents, team members, and visitors
- Displays empathy, concern and professionalism while interacting with all prospects and their families
- Collaborates and leads with a spirit of teamwork and presents a consistent professional and positive image
- Confirms that all promotional materials and communication (written & verbal) developed in accordance with the MBK principles, core values and with a professional image
Supervisory/Management Responsibilities (Job Title(s) & # of Employees):
- Sales Assistant = 0 to 1 employee
Minimum Job Requirements (Include education, experience, special skills, licenses, certifications):
- College degree or relevant experience required
- Sales and Marketing experience is preferred, with a successful track record
- Background clearances (as required by government regulations) are mandatory
- Must complete a health screening and provide negative TB test results (must be within the last 6 months or within 7 days of employment)
- Must hold a valid state issued driver’s license and valid insurance
- Must have solid pc skills and be familiar with several Microsoft Office Suite software programs (e.g. Word, Excel, Outlook, Email, etc.)
- Excellent written and verbal communication skills are required
• including the ability to speak, write and read English
• must also be comfortable with speaking in public settings and presenting to small groups
Preferred Job Requirements (Include education, experience, special skills, licenses, certifications):
- Bachelor’s degree coursework in communications, public relations, marketing or a related field is highly desirable
- Successful track record in sales/marketing experience
- Ability to work weekends, evenings and flexible hours, available for our customers at peak service times and days.
Physical Demands (Include lifting, carrying, pushing, pulling, bending, walking, standing, sitting):
- Must be mobile and able to move intermittently throughout the work day, and throughout the community
- Sitting for prolonged periods of time, walking, with occasional squatting and reaching overhead.
- Ability to lift/carry up to 40 pounds
- Able to operate a motor vehicle and drive themselves and another community Team Member to a community or outside event
- Able to assist in the moving of residents when necessary or in emergency situations