The Interim Customer Relationship Manager will establish and embed a structured sales process within the home, optimising the customer journey from enquiry to admission.
The role will focus on improving conversion rates, enhancing occupancy, and ensuring sustainable processes are left in place.
Key Responsibilities
Customer Journey & Sales Process (80-90%)
Lead and model best practice in managing the customer journey from first enquiry through to admission.
Leverage the home's new CRM system (already fully populated with data) to track and analyse conversion rates.
Identify and address barriers to conversion, whether internal (process/skills) or external (market saturation).
Deliver a structured 3-month programme:
Month 1: Hands-on demonstration of best practice.
Month 2: Collaborative delivery alongside the team.
Month 3: Coaching, oversight, and monitoring of independent delivery by the team.
Review and assess marketing spend and outcomes at the end of the contract period.
Marketing Collaboration (10-15%)
Work closely with the central marketing team to ensure sufficient enquiry volumes and quality of leads.
Contribute to local service positioning and shape the dementia care proposition in Cheltenham.
Market Research & Competitor Analysis
Conduct competitor benchmarking within the Cheltenham care home market.
Identify opportunities to differentiate, particularly around dementia care.
Occupancy Growth
Increase occupancy by filling 20 current empty beds, via admissions through private or local authority funding.
Provide evidence-based recommendations on sustainable occupancy strategies.
Candidate Profile
Proven track record of driving occupancy growth in care homes through effective sales and customer journey management.
Strong experience in the health and social care sector, particularly in sales and marketing roles.
Data-driven, confident using CRM systems and marketing analytics.
Hands-on, pragmatic approach with the ability to model and coach best practice.
Strong influencing and communication skills to engage and upskill local teams.
Available to be on-site in Cheltenham a minimum of 3 days per week (initial 4 weeks), with travel expenses covered.
Practicus Ltd is acting as an Employment Business in relation to this vacancy.
To View our Privacy and Equality, Diversity and Inclusion policies, please visit the Practicus website @ www.practicus.com
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Type: Contract Location: Cheltenham, England
Start: ASAP
Duration: 3-6 months
Salary / Rate: £51 - £55000 per annum
Posted: 2025-08-29 09:11:10
Following a period of significant management change, the site is seeking stability, strong leadership, and clinical oversight during an important phase of organisational development and cultural transformation.
This is a pivotal interim role to ensure the service delivers high-quality care, builds trust with staff, and positions itself for long-term success.
Key Responsibilities
Lead the service as Registered Manager, ensuring compliance with CQC and other regulatory requirements.
Provide hands-on clinical leadership in collaboration with the Matron (clinical lead) and Head of Therapy.
Drive a united culture, bridging divides between nursing, therapy, and senior leadership teams.
Embed strong governance practices, ensuring care plans, medication management, and documentation meet the highest standards.
Support the delivery of rehabilitation and ABI-focused care, aligning with best practice and clinical pathways.
Guide the team through a journey of change, stabilising staff turnover and building confidence.
Collaborate closely with the wider business as part of a phased neuro-rehab site integration (5 sites total).
Oversee operational improvements, including the planned building works.
Current Challenges
Culture: Historical division between therapy and nursing teams, and between senior leaders and clinical teams.
Consistency: Multiple leadership changes have led to instability and vulnerability in the service.
Reputation: The site has a chequered history and needs a leader who can inspire confidence.
Governance: While progress has been made, documentation and care delivery still need improvement
Essential:
Current NMC PIN (Registered Nurse).
Proven experience as a Registered or Deputy Manager in a CQC-regulated service.
Strong clinical leadership in neurorehabilitation and/or ABI settings.
Knowledge of safeguarding, MCA, DoLS, and clinical governance.
Hands-on, collaborative leadership style with empathy and resilience.
Experience uniting teams and leading cultural change.
You will be a service-led leader—driven yet approachable—able to “put an arm around” the site while challenging and supporting staff to achieve excellence.
You will avoid a purely top-down approach, instead coaching, mentoring, and educating the team to deliver best outcomes for service users.
Pay £450-£500 Inside IR35
ASAP start
5 days on-site
Practicus Ltd is acting as an Employment Business in relation to this vacancy.
To View our Privacy and Equality, Diversity and Inclusion policies, please visit the Practicus website @ www.practicus.com
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Type: Contract Location: Leicester, England
Start: ASAP
Duration: 6 months
Salary / Rate: £450 - £500 per day
Posted: 2025-08-12 13:31:25
