Responsibilities

• Establish and cultivate high-trust, strategic relationships with key client stakeholders to position Prosperwell as an indispensable growth partner.
• Confidently lead client performance meetings to present conversion insights, guide constructive discussions, and align everyone on clear next steps..
• Maintain absolute visibility and ownership over client KPIs, systematically tracking performance to ensure every account consistently operates above target
• Fix repeatable systems and assets to structurally resolve recurring client problems, shifting from reactive troubleshooting to proactive operational improvement.
• Drive commercial account health, retention, and expansion by proactively identifying client risks and unlocking organic growth opportunities.
• Deeply analyse complex enquiries, conversions, and occupancy data to pinpoint hidden friction points across the customer journey
• Lead the development, implementation, and measurement of high-impact strategic recommendations and operational improvement plans.
• Drive Team Excellence: Lead, develop, and scale a high-performing team of Customer Experience Executives, raising the standard of delivery across all client accounts.
• Structured Performance Management: Establish objective-setting frameworks, conduct regular, formal 1-to-1s, and confidently manage any performance concerns within the team.
• Capacity & Resource Allocation: Proactively manage team workload capacity, ensuring priorities are balanced effectively and resources are optimised.
• Quality Assurance: Review and approve work produced by team members to guarantee all deliverables meet the company's center-of-excellence benchmarks.

Requirements

• Experience within the care sector
• Experience in sales, admissions, occupancy, customer experience or enquiry management
• Strong communication, relationship-building, and organisational skills
• Ability to manage multiple priorities simultaneously with strong commercial awareness.
• Confidence using CRM systems, AI & technology platforms, data, and performance reporting.
• A curious, adaptable, energetic, and solutions-focused attitude

Preferred

• Customer Relationship Managers
• Admissions Managers
• Occupancy Managers
• Business Development professionals within the care sector

Benefits