Your job: Customer Experience/relationship Manager (CARE HOME SECTOR)

Location: Hybrid (every fortnight)

Salary: Up to £48,000pa

**Must have Care home experience

About Prosperwell

Prosperwell is redefining how sales and marketing works in the UK social care sector. We help the country’s leading care organisations grow sustainably so they can continue delivering exceptional care to families who need it most.

As the UK’s leading specialist sales and marketing agency for care providers, and the first agency to sweep every major care marketing award in a single year, we have built our reputation through discipline, expertise, and a relentless focus on outcomes.

We invest heavily in our people, our systems, and our standards. You will be supported to do your best work, challenged to grow, and trusted to lead with autonomy and accountability.

Overview & Job Purpose

The Sales and Customer Experience Manager leads a portfolio of care provider clients, driving improvements in enquiry conversion, occupancy performance and customer experience.

The role combines client management, leadership, commercial thinking and operational delivery. You will manage client relationships, develop and support team members, lead performance discussions, oversee enquiry management activity and contribute to the ongoing growth of Prosperwell.

This is an excellent opportunity for an ambitious individual who is ready to take the next step in their career.

We are not necessarily looking for someone who has spent years in senior leadership positions. We are looking for someone with the capability, ambition and mindset to grow into a significant leadership role within Prosperwell.

The successful candidate will thrive in a fast paced environment, enjoy variety, embrace accountability and genuinely enjoy solving problems.

The Reality Of The Role 

This is a varied and demanding role. You will be managing multiple clients, projects, deadlines, and priorities at the same time. No two days look the same. One hour you may be analysing enquiry conversion data, the next you may be coaching a team member, presenting to a client, reviewing a report, or supporting a project launch. Working remotely requires strong self-management, organisation, and personal accountability. You must be comfortable managing your own workload and taking ultimate ownership of outcomes.  

Reporting Structure

Reports To: Head of Sales & Customer Experience

Direct Reports: Customer Experience Executives

Key Responsibilities

• Client Management & Strategic Partnership 
• 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 

Client Performance & Data Analytics 

• 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. 

Team Leadership & People Management 

• 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.
• Talent Growth: Play an active role in the recruitment, interviewing, and onboarding of incoming talent to support department growth.

Enquiry Management and Customer Experience

• Supervise enquiry management activity and review customer journeys across client accounts.  
• Ensure all wider Prosperwell service lines, including Mystery Shopping, Decision Insights, Sales Training, and Growth Toolkits, meet strict company quality standards.

What Success Looks Like

• You will be evaluated on high-level outcomes rather than minor daily tasks, specifically:  
• Client Performance & Trust: Client accounts consistently hitting or passing conversion and occupancy goals.  
• Client Retention: Proactive account management resulting in zero preventable client churn.  
• Team Performance: A highly motivated team operating efficiently without delivery bottlenecks.  
• Operational Progress: Transitioning the department from reactive troubleshooting to systemic, repeatable solutions.  

Skills and Experience Required 

• 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

Who This Role Would Suit

This role may be particularly suited to:

• Customer Relationship Managers
• Admissions Managers
• Occupancy Managers
• Business Development professionals within the care sector
• High performing individuals ready to take their first significant leadership role

We are looking for potential as much as experience.

We can teach our systems and methodologies.

What matters most is your attitude, ambition, willingness to learn and desire to deliver exceptional results.

Our Core Values

Striving for Excellence: We hold ourselves to exceptionally high standards and take pride in delivering work that genuinely moves the needle.

Humility and Collaboration: We value open, honest communication and believe the best outcomes come from learning together and challenging ideas constructively.

Positive and Energetic: We believe great work happens in an environment that is encouraging, supportive, and enjoyable.

Problem Solving: We take ownership, act decisively, and approach challenges with a solutions first mindset.

Efficient: We work systematically, build repeatable processes, and focus on doing the right work well rather than more work poorly.